Brisbane City, Queensland, Australia
Incidents and Tasks follow up and drive to resolution with other suppliers including Escalations Oversee SLA for response, resolution, and backlog KPIs Monitoring and achievement Quality Audits and Actions plans Creating complex reports in Excel and PowerBi to be shared in presentations Check common issues / increase numbers seen on tickets and ensure P2 if necessary Ongoing taskforce – bridge call to engaged other SDC’s that has no resolver group Coordinate with Team Leads and agents for improvements in ticket handling Managing and coordinating Incident Management Team Attend meetings with Suppliers and Clients
Managing France, Italy, Spain and Portugal Service Desks Assigning every case (Incident) to Agents of respective resolver groups Help & Instruct Service Desk Backlog Agents Attend management meetings Oversee Backlog and KPIs
▪Strong troubleshooting and technical support configuration issues, troubleshooting, software installations, devices enrolment ▪Understanding and resolution of complicated technical issues ▪Follow processes, procedures, and work instructions to ensure consistent customer experiences ▪Helping creating new procedures ▪VM ware Workspace One / Ivanti ▪LogmeIn remote support ▪ServiceNow
▪Coordinating Customer care Team of 5 Agents and 3 Sellers ▪Meeting Suppliers ▪Market Researches ▪Software manuals and guides creation ▪Meeting with management ▪Managing Complaints ▪Assessing future supplier, providers
▪Project Management ▪Tenders Submissions ▪Estimates ▪Contract Administration ▪Industrial Properties Management ▪Website Design ▪Laptop and Phone repairs
Contract Administrator - Civil, Industrial and Infrastructures up to $30 mil