Glen Smith Email & Phone Number

Melbourne, Victoria, Australia

The role of Customer Care is to be the contact point for all issues raised, bothfrom internal and external clients. Our responsibility is to deliver a first-class service to our clients.Responsibilities include:•Proactively nurturing existing customer relationships by providing an excellent level of customer service on a day-to-day basis• Resolving all customer issues and complaints quickly and tenaciously, ensuring that the integrity of therelationship is… Show more The role of Customer Care is to be the contact point for all issues raised, bothfrom internal and external clients. Our responsibility is to deliver a first-class service to our clients.Responsibilities include:•Proactively nurturing existing customer relationships by providing an excellent level of customer service on a day-to-day basis• Resolving all customer issues and complaints quickly and tenaciously, ensuring that the integrity of therelationship is maintained•Manage the Australian Customer Care team including ticketing and reporting.• Delivering a professional service to our customers via telephone and email.• Developing and maintaining effective communication channels with all departments, ensuring thatnecessary support and information is transferred• Documenting known issues and workarounds in a concise and clear manner• Using existing solutions to assist in troubleshooting and escalation of issues• Sharing knowledge with other team members and other teams within the business• Expanding the role through knowledge transfer from other teams• Working within defined SLAs• Having a full understanding of our clients’ use of our platform and service Show less

Richmond, Victoria, Australia

Responsibilities includes:• Managing 3 Support desk analysts supporting 10,000 users (500-600 tickets weekly) across Australia and New Zealand• Developing Service Desk process and workflows through ServiceNow administration • Be an escalation contact and provide co-ordination and support for the Service Desk during high severity P1 incidents• Coordinate Data and Price File deployments with Infrastructure engineers and communicate changes to stakeholders• Provide reporting on… Show more Responsibilities includes:• Managing 3 Support desk analysts supporting 10,000 users (500-600 tickets weekly) across Australia and New Zealand• Developing Service Desk process and workflows through ServiceNow administration • Be an escalation contact and provide co-ordination and support for the Service Desk during high severity P1 incidents• Coordinate Data and Price File deployments with Infrastructure engineers and communicate changes to stakeholders• Provide reporting on call volumes and incident trending within the Service Desk and provide to Service Delivery Manager• Conduct daily team meetings and one-on-one monthly meetings with Service Desk analysts to review performance and strengthen personal relationships Show less

Mulgrave

• Working with customers/employees to identify computer problems and advising on the solution• Logging and keeping records of customer/employee queries• Analysing call logs so you can spot common trends and underlying problems• Updating self-help documents so customers/employees can try to fix problems themselves• Working with field engineers to visit customers/employees if the problem is more serious• Testing and fixing faulty equipment

London, United Kingdom

• Working with customers/employees to identify computer problems and advising on the solution• Logging and keeping records of customer/employee queries• Analysing call logs so you can spot common trends and underlying problems• Updating self-help documents so customers/employees can try to fix problems themselves• Working with field engineers to visit customers/employees if the problem is more serious• Testing and fixing faulty equipment

230 City Road

• Provide 1st line support primarily to high profile clients as part of Advanced 365’s Service Desk team• Ensure an exceptional level of customer service and satisfaction• Troubleshoot and resolve front line issues and queries• Effectively liaise with 2nd and 3rd line teams as well as 3rd parties to troubleshoot and resolve calls• Ensure timely resolution of requests in line with a published Service Level Agreement (SLA)• Escalation of requests/issues where necessary•… Show more • Provide 1st line support primarily to high profile clients as part of Advanced 365’s Service Desk team• Ensure an exceptional level of customer service and satisfaction• Troubleshoot and resolve front line issues and queries• Effectively liaise with 2nd and 3rd line teams as well as 3rd parties to troubleshoot and resolve calls• Ensure timely resolution of requests in line with a published Service Level Agreement (SLA)• Escalation of requests/issues where necessary• Promote the Service Desk in providing a one-stop service support solution Show less

Melbourne, Australia

• Working with customers/employees to identify computer problems and advising on the solution• Logging and keeping records of customer/employee queries• Analysing call logs so you can spot common trends and underlying problems• Updating self-help documents so customers/employees can try to fix problems themselves• Working with field engineers to visit customers/employees if the problem is more serious• Testing and fixing faulty equipment

Melbourne, Australia

• Provide 1st line support primarily to high profile clients as part of Eastern Health's Service Desk team• Ensure an exceptional level of customer service and satisfaction• Troubleshoot and resolve front line issues and queries• Effectively liaise with 2nd and 3rd line teams as well as 3rd parties to troubleshoot and resolve calls• Ensure timely resolution of requests in line with a published Service Level Agreement (SLA)• Escalation of requests/issues where necessary•… Show more • Provide 1st line support primarily to high profile clients as part of Eastern Health's Service Desk team• Ensure an exceptional level of customer service and satisfaction• Troubleshoot and resolve front line issues and queries• Effectively liaise with 2nd and 3rd line teams as well as 3rd parties to troubleshoot and resolve calls• Ensure timely resolution of requests in line with a published Service Level Agreement (SLA)• Escalation of requests/issues where necessary• Promote the Service Desk in providing a one-stop service support solution Show less

Melbourne, Australia

• Write well designed, testable, efficient code by using best software development practices• Create site layout/user interface by using standard HTML/CSS practices• Integrate data from various back-end services and databases• Gather and refine specifications and requirements based on technical needs• Create and maintain software documentation• Be responsible for maintaining, expanding, and scaling our site• Stay plugged into emerging technologies/industry trends and… Show more • Write well designed, testable, efficient code by using best software development practices• Create site layout/user interface by using standard HTML/CSS practices• Integrate data from various back-end services and databases• Gather and refine specifications and requirements based on technical needs• Create and maintain software documentation• Be responsible for maintaining, expanding, and scaling our site• Stay plugged into emerging technologies/industry trends and apply them into operations and activities• Cooperate with web designers to match visual design intent Show less

Bachelor Of Business Information Systems, Ict

Students enrolled into the Bachelor of Business Information Systems can expect to gain technical and analytical skills as well.

High School, High School/Secondary Diplomas And Certificates

Successfully completed Year 12 Victorian Certificate of Education