Managed Services Australia is one of Australia’s fastest growing Managed IT Service Providers, our commitment is to add value and positive results to help you grow your business through successful Information Technology solutions. We aim to ensure that your business is operating at its absolute best, with over 15 years of industry experience across multiple sectors servicing small, medium and large enterprise environments our qualified team is committed to ensuring to that your IT systems and operations are running efficiently with zero down time. We work around the clock, 24 hours a day 7 days a week, 365 days a year proactively monitoring your network and infrastructure to give you the peace of mind that your business deserves.

Call Centre Telephony:Merge support telephone numbers to SKE national IT 1300 number and call centre functions into a combined call centre (Telstra TIPT Call Centre Premium), benefits include centralised reporting of all agents and better visibility, visual dashboards, ability to manage all services via cloud and remote office functionality for onsite support agents minimising internal and external call costs. Service Delivery Restructure:Merge eastern service desk (Hawthorn), western service desk (Perth) and national on-site support team (WA/VIC/NSW/QLD 5 Agents) into a combined service delivery team. Support Strategy:Develop and implement new incident, problem, and knowledge management strategy. Integrate ITSM Systems:Migrate, existing Programmed ITSM platform (Front Range HEAT) to current SKILLED ITSM platform (Cherwell ITSM).Develop Onboarding/Termination Processes:Review current on-boarding and termination process for the PRG group liaising with Group HR and developing new processes in-line with the Group ERP system (AGRESSO). Staff Performance Metrics:Develop new Key Performance Indicators (KPI) for each team and distribute tasks to each staff member based on skill set. Training:Cross-skilling of all staff, providing training for Level 1 and Level 2 agents, developing escalation matrix in SharePoint with all relevant escalation information.Knowledge Management:Transfer existing knowledge base articles from Programmed knowledge management system to Cherwell and develop new customer facing knowledge base articles which have now been published in the Cherwell Self Service Portal to all users. Rebranding:Rebranding of email communications to “Programmed ICT”.Design and deploy new email signatures (Symprex Email Management) for the combined group, User Access:Create and manage system access for all agents and level 3 technical teams. Policies and procedures: Develop new policies and, process maps for the combined group.

Safety Leadership:Liaise with head of OH&S and provide safety training for departmental staff in head officePerforming safety talks and safety inspections and OH&S incident reportingBudget and Business Planning:Develop the Service Desk strategyWork with stakeholders to carefully plan and deploy continual improvements to service qualityProvide input into the budget allocation for the teamSupport in the management of relationships with IT suppliers and support the IT procurement processCustomer Support:Supporting 1500+ users across Australia, New Zealand, USA, Dubai, Malta and Singapore including 22 subsidiary brands across multiple labour industries (Mining, Offshore Marine, Healthcare, Maintenance, Corporate).Technical knowledge within team members as evidenced through turnaround time of issuesEnsuring that regular audits of communications are preformed and that appropriate training is provided to team members in this area.Handling of escalationsProject management and delivery:Project scope, design and implementation, Stakeholder management, Vendor managementWorking with end users to provide seamless integration of device deployments for multiple hardware and software platformsReporting:Responsible for regular reporting on various areas of the Customer Service Team, and the Production Support Team, and is also responsible for the Service Desk Information Systems (including the ticketing system) and all related information.Customer satisfaction, SLA compliance, Incident statistics, Call statistics, Problems Encountered, Open Tickets/BugsPeople Management:Coaching and mentoring the direct reportsEnsuring the shift rosters are created and published on SharepointTechnical guidance of direct reports depending on their skills levelPerformance evaluation and developmentKPI setting for all direct reports and measuring against these indicatorsConducting regular team meetingsManaging the recruitment process