Operations Knowledge Specialist
Current• Set up and utilised visual dashboards and monitors with ServiceFirst’s call logging software. IT Operational Team Leaders can now identify visual queue management of their team’s outstanding calls. Graphs are updated in real time and sorted by priority.• Setup visual monitors for open incidents about to breach our Service Partnership Agreements (SPA)• Educated IT Operations about Incident calls and their importance to the SPA as Client Services provide SPA non-conformance reports to the clients.• Built a positive relationship with internal stakeholders and continue to foster positive energy to the organisation.• Moved all Knowledgebase articles into newly created profiles for each team so they are managed, reviewed, updated by that team. Knowledgebase articles created in each profile are visible by other teams but cannot be edited – only by subject matter expert.• Ensured visibility of all Knowledgebase articles for the Contact Centre to use as first point of contact and resolution.• Created automated annual email reminder notification to the creator of Knowledgebase articles to review, edit or retire their article.• Create monthly reports to Team Leaders of all Knowledgebase articles created by their team, updated by their team or not updated after receiving the automated email notification.• Assist the Account Managers with client escalations and provide proactive support. • Liaise with IT Operational teams to discuss status of escalated calls and ensure speedy resolution.• Queue management for all Incidents and Requests ensuring the Service Partnership Agreement (SPA) is met.• Continue to build solid working relationships with internal stakeholders by sharing information, mutual co-operation and regular dialogue.
