Address
Form of workConnectiv
Connectiv is a Telstra Enterprise Partner based in Osborne Park with an excellent industry reputation (Telstra Enterprise WA Partner for the 4th consecutive year) and a goal of making the complex simple for our customers by delivering the right technology solutions to business challenges.
Connectiv fosters a companywide culture where everyone is willing to assist each other, and knowledge is always shared. We pride ourselves on delivering exceptional service to our clients, ensuring their needs are met with efficiency and professionalism. As we continue to grow, and promote from within, we are seeking a dynamic individual to join our Mobility Service Desk team as a Team Leader.
The Role
Our Mobility Service Desk team is known for being exceptionally supportive and amiable. We are seeking a full-time Team Leader to lead and manage this dedicated team, to ensure high-quality customer service is consistently delivered, and to provide guidance, mentoring and coaching to the team members. This role requires excellent communication skills, leadership, and previous Team Leader experience.
Within this role, you will be responsible for the following duties
- Oversee the daily operations of the Service Desk, including ticket management, and resolutions.
- Serve as a point of escalation for unresolved issues and customer improvement opportunities, ensuring timely and satisfactory resolution.
- Provide guidance, coaching, and mentorship to team members to support their professional growth and development.
- Foster a positive and collaborative team environment, continuing a culture of accountability and teamwork.
- Conduct regular team meetings.
- Work with the Service Delivery Manager to provide development and training for the Service Desk team members.
Essential requirements
- Eligible to work in Australia.
- Approachable, proactive, and friendly with a can-do attitude
- Experience in a leadership or supervisory role, preferably in a Service Desk or customer support environment.
- Strong understanding of Service Desk processes, ticketing systems
- Problem-solving skills and the ability to handle escalated customer issues with professionalism and tact.
Desired – great to have
- Prior experience in a Telstra environment (e.g. Telstra retail experience or other telco environments)
- Prior experience with Telstra systems; Helpdesk, MNC, SEIBEL, Your Telstra Tools incl. Online Bill, T Analyst, Console, MICA.
How to Apply:
If you believe you are well suited for the role, and would like to join our team, apply with your résumé and a cover letter outlining why you are the best fit for Connectiv.
Connectiv is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. As we prefer to manage all sourcing directly, introductions via agency will not be accepted.
