Service Desk Lead

We’re looking for a driven and motivated
** Service Desk Lead
** to guide, support and develop our Service Desk Level 1 team as they deliver exceptional first-line IT support across our Retail, Support Office and Distribution Centre environments. In this leadership role, you’ll take ownership of day-to-day operations, strengthen our service culture, and ensure our team members feel equipped, empowered and supported to deliver timely, high-quality service.
** Key Responsibilities
** Lead, coach and mentor the Service Desk Level 1 team, fostering a positive, customer-focused and growth-oriented culture

Maintain and uplift knowledge base content, support documentation and team processes

Previous experience leading a service desk or technical support team Strong troubleshooting skills across Windows, macOS, iOS, POS systems and end-user technologies

Experience with Microsoft O365 administration (Exchange, Teams, user management, security groups, licensing) Excellent communication skills and the ability to engage effectively with stakeholders
** Some of our other team member benefits include:
** Since our very first day in 1997, our purpose has been to enable our customers to look and feel their best by offering them the world’s best line-up of beauty and skin-care brands, coupled with exceptional service. Fast forward to today, and we have almost 5,000 MECCA team members across 100+ retail stores throughout Australia and New Zealand, a rapidly growing online business, two Distribution Centres, and a bustling Support Centre in the heart of Melbourne working to deliver on our purpose every single day.

Our ongoing growth is fuelled by opening new stores and reaching new customers, launching new products, and harnessing the latest technology to constantly innovate and evolve our concepts, experiences, and service offerings. Whether you join MECCA in one of our , our  or one of our Distribution Centres, you will be an integral part of the MECCA family.
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