Service Desk Team Lead

13th February, 2024 Why work for Brennan?At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian-owned systems integrator in Australia. Brennan offers an excellent remuneration package and benefits including: An environment that embraces learning and development of all employees A focus on health and well-being - social club, sporting teams, health checks, poker, and trivia nights and more! Discounted IT hardware and software products A strong culture underpinned by values that are truly lived every day Flexibility to work in the way that brings out the best in you Plenty more ... The roleReporting to the Senior Service Delivery Manager, you will be responsible for ensuring the efficient working of the Service Desk for our client. This role will involve having ownership of a Service Desk team - typically around 6 people. This role is in our Brisbane office with occasional travel to the client site required. Your responsibilities include but are not limited to: Maintain staff utilisation and productivity within the Service Desk environment to successfully deliver against agreed Service Desk KPIs. Track and analyse Service Desk Analyst metrics including Net Promotor Scores (NPS), First Contact Resolution (FCR), call and ticket handling capabilities and Quality Assurance assessments to…