IT Helpdesk Team Leader
Tonkin & Taylor
Newmarket, NZ
4d ago

Tonkin + Taylor is New Zealand's leading environmental and engineering consultancy. Founded in 1959, we strive to create a legacy of outstanding value for our clients, our environment, and our communities.

At T+T, we strongly believe that our people are our greatest asset. We are passionate about inspiring change and cultivating a forward-thinking culture.

We are employee-owned and promote a vibrant, diverse, inclusive, and flexible working culture.

We are recruiting for a Help Desk Team Leader to support an IT Tech Team, which supports over 1000 people in multiple locations.

The team leader will lead the team to provide high-level service and outcomes that make a difference. Our IT team are known for delivering award-winning solutions, working collaboratively, and delivering exceptional outcomes for our clients.

Responsibilities :

  • Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members
  • Maintain databases of assets, phone accounts and software
  • Schedule replacement programs for computers and other IT equipment
  • Report on operations. Track and identify trends and proactively create FAQs, help documentation and training
  • Ensure the team is on task, on time and coordinate their availability.
  • Be available to take after-hour calls and respond to after-hour emails as per a coverage roster that you are responsible for maintaining
  • Delegate and assign jobs and tasks to team members
  • Ensure knowledge is shared and documented to avoid only one team member being able to complete certain tasks
  • Review complaints, resolve issues and liaise with groups outside of IT to handle complex issues in a bid to provide more effective solutions
  • Be aware of helpdesk operations to determine their effectiveness and implement new techniques when necessary
  • Skills and requirements :

  • The helpdesk team leader must be able to enforce standards and policies but be flexible when necessary to help our staff deliver to our clients.
  • Showcase good interpersonal skills for customer relations
  • Can work effectively under pressure
  • Strong PC and networking troubleshooting skills
  • Must have good leadership skills to carry people along
  • Must have experie nc e in help desk and running a help desk team and it's systems
  • Must have good judgment in handling serious customer problems
  • Our benefits :

  • Competitive salary
  • $500 annual Wellbeing Allowance
  • Active social club
  • State of the art, modern and contemporary offices
  • Paid parental and partner leave
  • Long service leave entitlements and sabbatical opportunities
  • Flexible working arrangements including part time working and ability to purchase extra leave
  • Corporate employee discounts from up to 400 retailers
  • Wellbeing benefits e.g. vaccinations, fruit baskets
  • Professional memberships
  • Study assistance
  • New Zealand owned
  • Professional and technical development opportunities.
  • We are proudly 100% employee-owned and operated, and live and breathe the T+T goal to be 'the Best to work for, the Best to work with, and the Best at what we do'.

    T+T is not only a place to work - it's a place where your work will make a difference. APPLY NOW! Or for further information contact Ronny Bilkhu 093556019.

    We are proud to be an Immigration New Zealand Accredited Employer and a member of Diversity Works. We particularly encourage speakers of Te Reo Māori or Pasifika languages to apply.

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