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Regional Service Desk Leader (APAC)

  • Queensland, QLD, Australia
  • ETS
  • Full time

 

At Flight Centre Travel Group our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing – travel! 

As the Service Desk Regional Leader for Flight Centre you'll be responsible for managing the Service Desk Team and will ensure the smooth operation and alignment with the business objectives.  You will work as part of our fast paced and vibrant Managed Services, Service Desk, interacting with the Service Desk team to deliver a great service to our customers, while ensuring that an appropriate technical support framework is in place.  As the Service Desk Regional Leader will work closely with other Service Desk Regional Leaders in the Service Operations Area to ensure that the customers issues receive the appropriate priorities.

If you have highly effective skills in communication and customer service with the ability to network and maintain relationships with other Leaders within IT and the Business, please apply!

 

Day to day:

 

  • Escalation of 2nd line support teams, whose responsibilities include the administration including troubleshooting of IT related problems from software to hardware, such as mobile phones, laptops, PCs, printers, basic network issues and all IT Managed applications
  • Maintain a high degree of customer service, including taking ownership of user problems and following up the status of problems on behalf of the user plus communicating progress in a timely manner
  • Continuous improvement of all Service Desk related processes
  • Manage the IT-related processes as part of the Employee onboarding process
  • Develop and publish support documentation to assist staff with requests for information & provide staff training if required
  • Own and maintain effective and productive working relationships with colleagues, key stakeholders, our third-party partners and suppliers, support the company's mission and business objectives
  • Work with the other service desk managers to create multi region rota’s for lvl 2 support
  • Escalate unresolved calls to the 3rd line support teams (Pillars) in line with agreed processes, including liaising with external partner organisations where appropriate
  • Collaborate with other Regional Service Desk Leaders to ensure a consistently high level of customer service globally
  • Report on key metrics, trends and problems impacting the region

 

Key requirements: 

 

  • 5 years experience in a similar role
  • Experience working with Service Now
  • Communicate fluently, orally and in writing, and can present complex information to both technical and non-technical audiences when engaging with colleagues, users/customers, suppliers and partners
  • Highly self-motivated and directed, with keen attention to detail
  • Able to prioritize and execute tasks in a high-pressure environment

 

Let's skip to the good part...

 

  • Flexible work environment (Hybrid), work from home or our Global Head Office in Southbank, Brisbane
  • Travel discounts and deals bookable through our internal team of travel agents
  • Discounted financial services
  • Ongoing training and professional development
  • Chance to attend Global conferences (Bali 2023)
  • Paid Parental Leave  
  • Corporate Health Discounts - access exclusive discounts on health insurance plans for you and your family with our partner, BUPA.   
  • We proudly support and advocate responsible travel, positive diversity practices, empowered giving, and conservation of natural resources and sustainability - Yep, our hearts are big, mushy and green.  
 

Who we are:  

Proud to be part of the Flight Centre family - We do things a little differently around here. We do things the FCTG Way.  Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision makers, travellers and bookers.  

We have a unique culture and an irreverent DNA based on a proven mix of ideas, values, and ways of working that have helped shape our business over the past 40+ years.    

Across our brand, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams and work collaboratively and take ownership of our business to achieve our goals.    

Our spirit of egalitarianism, irreverence and ownership defines the way we behave.  These are the three shared values that we place above all others. They help us make informed decisions and solidify our company culture. That’s the FCTG Way   

 

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