Help Desk Team Leader

Company Description

Our purpose is simple; helping Kiwi’s live better every day.

The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand! Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai (Own it) and Kia haepapa (Do Good).

With these core values, we continue to shift our business radically daily, working towards our vision to make sustainable living easy and affordable for everyone!  

Job Description

Job Summary

A Team Member collaborates with others to achieve team objectives and execute tasks. They contribute their own skills, knowledge and experience to ensure the teams' success. 

Work on BAU and projects that cover a timespan of approximately 3 months, creating value for the present.

Responsibilities

• Co-ordination and triage of Managed Service tickets, ensuring escalations to engineers as required
• Proactively manage call and resolution rates for all incoming calls, emails and tickets vs SLA expectations.
• Manage the fulfilment of Managed Services MDM devices
• Co-ordinate with the wider Services team to ensure customer and operational success.
• Responsible for ensuring all administrative requirements are fulfilled across the wider Managed Services business.
• Provides leadership, development & performance management to our helpdesk team
• Work with the wider business when required to consult on operational or training initiatives.
• Foster a collaborative, engaged and productive team culture
• Identify and implement opportunities for continuous improvement
• Supports implementation of strategy for the wider services business

Qualifications

.Accountabilities & KPIs

• Call answer rates to target
• Job/support ticket response rates to target
• Escalation response times
• Job completion rates to target
• MDM and Device Fulfilment completion
• Data and system integrity related to Managed Services
• NPS to target
• eNPS to target

Additional Information

By joining our diverse team, you will work among other customer champions with some good fun, laughs and team comradery along the way.  This role is an excellent foot in the Warehouse Group door! You will  be exposed to the latest technology, work in a diverse and energetic team while taking advantage of our company benefits such as:

• Career opportunities that come with a company our size!
• Take your birthday off - paid!
• Staff discounts across all of our brands!
• Long Service leave!
• 26 weeks fully paid parental leave or 10 days additional leave to support your partner.  
• Fully paid Jury Service
• Lifestyle Leave - spend more time doing the things you love!