Help Desk/Service Desk Team Leader at Hungry Lion

ROLE OVERVIEW

As a Help Desk/Service Desk Team Leader, you will oversee the daily operations of our IT Help Desk & First Line support team, ensuring exceptional service, efficient workflow, and achieving performance targets.

DUTIES/ RESPONSIBILITIES

• Team Leadership and Management
• Develop and optimise IT Helpdesk processes and workflows for improved efficiency.
• Address escalated store concerns and ensure resolutions that meet or exceed expectations.
• Monitor help desk performance metrics and analyse data to identify trends and areas for improvement.
• Ensure ongoing training to keep the team updated on product knowledge and best practices.
• Ensure compliance with organisational policies, procedures, and industry regulations.
• Evaluate and recommend technology solutions to enhance call centre operations.

REQUIREMENTS

• 2 years of Team Leader experience in a Help Desk centre or customer service environment.
• Preferred: Retail / QSR knowledge.
• Proficient in relevant computer / point of sale applications.
• Knowledge of customer service principles and practices.
• Knowledge of IT helpdesk / Service desk telephony and technology.

COMPETENCIES

• Resilience and stress tolerance.
• Administration and clerical competence.
• Excellent written and verbal communication skills.
• Client centricity.
• Adaptability.
• Drive and commitment.
• Problem-solving. 
• Emotional intelligence.
• Self-management.
• Attention to detail.