Probe CX
10,000+ employees
🤝 B2B
💼 Consulting
🏢 Enterprise
B2B • Consulting • Enterprise
Probe CX is a global customer experience organisation and part of Probe Group that focuses on creating digitally-enabled customer experience environments. It combines people and technology to deliver end-to-end, scalable CX solutions — including managed and outsourced services, intelligent automation (RPA/digital transformation), workforce transformation and training — for clients across multiple industries. Probe CX emphasizes a people-first culture, diversity and sustainable, socially responsible CX operations, with a global presence across Australia, New Zealand and the Philippines and over 45 years of experience through the Probe Group.
Service Desk Team Leader
🔥 0 minutes ago
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Probe CX
10,000+ employees
🤝 B2B
💼 Consulting
🏢 Enterprise
B2B • Consulting • Enterprise
Probe CX is a global customer experience organisation and part of Probe Group that focuses on creating digitally-enabled customer experience environments. It combines people and technology to deliver end-to-end, scalable CX solutions — including managed and outsourced services, intelligent automation (RPA/digital transformation), workforce transformation and training — for clients across multiple industries. Probe CX emphasizes a people-first culture, diversity and sustainable, socially responsible CX operations, with a global presence across Australia, New Zealand and the Philippines and over 45 years of experience through the Probe Group.
📋 Description
• Coordinate and monitor resolution of service issues by liaising with customers, scheduling technical specialists and third parties, and providing progress updates • Maintain and update systems, processes, and documentation, including the Knowledge Base, ServiceDesk Policies, and Service Catalogue • Handle major incidents and problem tickets by investigating root causes, managing communications, and proposing solutions • Comply with Baker Delight’s information security policies and procedures • Mentor and coach team members to enhance technical skills, customer service knowledge, and performance • Conduct regular training sessions to meet defined targets • Provide leadership and support for direct reports and appraise performance where applicable • Ensure team and individual KPIs are met where applicable • Perform other duties required for smooth ServiceDesk operation
🎯 Requirements
• At least 1 year of leadership or supervisory experience in a Service Desk environment • Knowledge of Asset Management • Knowledge of Knowledge Base use • Experience with ticket management under SLAs • Customer-facing experience in customer service or support roles • Strong problem-solving skills • Customer-facing skills • Resilience under pressure
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