Leading and Supporting a team of quality Technical Engineer.

The Australian College offers correspondence-based and face to face vocational training to its students across Australia. My role is to coach, mentor and facilitate the learning of students throughout their qualification. Responsibilities include:* Facilitating and training students in the following endorsed vocational qualifications: *Business Services: -Customer Contact -Management -Business/Business Administration *Information Technology:… Show more The Australian College offers correspondence-based and face to face vocational training to its students across Australia. My role is to coach, mentor and facilitate the learning of students throughout their qualification. Responsibilities include:* Facilitating and training students in the following endorsed vocational qualifications: *Business Services: -Customer Contact -Management -Business/Business Administration *Information Technology: -Networking -Software -General*Creation and updating of student learning resources and learning materials (document controlled) to meet both industry trends as well as updates in Training Packages.*Working with a team of experienced trainers to share knowledge and resources in order to maintain industry currency and as well as provide highly contextualised learning materials for the students.*Regular individualised contact with students to build rapport, identify specific learning needs, provide assistance with course work as well its application in their workplace.*Using a combination of teach and learning strategies to ensure optimal education for the students.*Liaising with student employers (traineeship) to ensure the learning being provided matches the requirements of the workplace as well as meeting the performance criteria of individual units of competency.*Managing a portfolio of students who have fallen behind in their studies or severely off task, by developing individualised learning plans to aid them in the successful completion of their qualification.*Creation of Workshop Training aids (PowerPoints, handouts, group-based learning activates) to capture the various learning styles of the students (visual, audial and kinaesthetic).*Reviewing and taking on-board constructive feedback provided by management and students for self-growth and improvement.*Fulfilling continuing professional development requirements to maintain industry knowledge currency. Show less

Provide technical and supervisory support and guidance to the Service Desk Operators in relation to incident management and customer service, and act as an escalation point for support groups and the customer. Mentor and develop the team to ensure the staff are fully equipped to respond to all appropriate customer requests in line with contractual requirements* Mentor and coach the team to ensure Service Desk Operators are able to deliver consistent and effective support to the… Show more Provide technical and supervisory support and guidance to the Service Desk Operators in relation to incident management and customer service, and act as an escalation point for support groups and the customer. Mentor and develop the team to ensure the staff are fully equipped to respond to all appropriate customer requests in line with contractual requirements* Mentor and coach the team to ensure Service Desk Operators are able to deliver consistent and effective support to the customer.* Maintain the customer’s SLA’s and ensure these are met on a monthly basis.* Provide Incident Management and technical I.T. support to internal and external customers in accordance with the standardised Service Desk procedures and customer obligations.* Creation and maintenance of documentation relating to Service Desk procedures.* Ensure all relevant Service Desk processes and procedures are both accurate and conform to the defined levels of standardisation across the centre, and are adhered to at all times by their team, including enacting appropriate methods and levels of escalation as required.* Pro-active identification of process improvement opportunities.* Ensuring queue length and call wait times are kept to a minimum.* Monthly and ad-hoc reporting requirements as required, relating to customer and defined support requirements.* Responsible for maintaining defined staffing levels, rosters and staff development.* Conduct performance appraisals and performance management meetings in conjunction with Customer Support Manager/Service Desk Manager and relevant recruitment agency (where appropriate). Show less

Accountable for Managing and Leading the Sydney Service Desk Team to achieve all customer service levels whilst building a high performance team. Also transitioned services from dedicated customer support to a shared services model, utilising Follow-the-sun 24/7 support services.Responsibilities included:* Lead, manage and coach team* Provide dashboard reporting to track agent performance against daily operational service levels.* Ensure all agents have designated customer… Show more Accountable for Managing and Leading the Sydney Service Desk Team to achieve all customer service levels whilst building a high performance team. Also transitioned services from dedicated customer support to a shared services model, utilising Follow-the-sun 24/7 support services.Responsibilities included:* Lead, manage and coach team* Provide dashboard reporting to track agent performance against daily operational service levels.* Ensure all agents have designated customer training * Ensure all systems, tools, and knowledge bases are maintained and audited monthly* Document all processes and procedures pertaining to the customer to ensure staff consistency* Approve all absences and leave* Conduct regular one on ones with agents* Conduct regular team meetings* Provide Incident Lifecycle Management as per ITIL * Assist with yearly Agent Performance Planning and goal setting* Backup the Sydney Service Desk Operations Manager during absences and leave.* Process Management / Process Writing* Document Writing* Project Co-ordination* Project Lead for Global Service Desk South Pacific Transitions* Working with all levels of management and South Pacific staff by effectively communicating in both written and verbal communications* Build, train, and deliver effective processes, work practices, tools to the South Pacific region* Identify areas for Continual Improvement and perform Service Improvement* Provides support to Global Service Desk Teams on the technical and business aspects of all related Process Architecture* Virtual team player who takes responsibility for completing tasks and actions assigned whilst delivering a total customer experience 100% of the time.* Provide feedback and promote monthly team award events in appreciation of good work and as part of team building and maintaining staff morale. Show less

* NEC Customer Service Calls. * NEC Dealer Support Calls Dealing with dealers and service partners* Dealing with major chains and helping them diagnose and resolve a variety of diverse problems with computers with both hardware and software faults.* Logging and following up onsite calls for Contract clients making sure that the repairs are done within an acceptable time period and in accordance to Service Level Agreements.* Maintain my Key Performance Indicators, personally and… Show more * NEC Customer Service Calls. * NEC Dealer Support Calls Dealing with dealers and service partners* Dealing with major chains and helping them diagnose and resolve a variety of diverse problems with computers with both hardware and software faults.* Logging and following up onsite calls for Contract clients making sure that the repairs are done within an acceptable time period and in accordance to Service Level Agreements.* Maintain my Key Performance Indicators, personally and within my team.* Training new and existing staff members with new procedures and protocols* Maintain and liaise with Field Service Engineers, Logistic Partner and Service Partners * Diagnosing hardware faults on all NEC Computer Equipment* Creating new ways to make the job and workload more efficient Show less

* Supervise staff members in the Help desk area.* Processing warranty claims for customers who require onsite service Australia wide* Liaison with other companies on behalf of customers.* Help customers over the phone to overcome difficulties with their PC's (Basic hardware/software problems)* Deal with spare parts enquiries, ordering, shipping and tracking* Attend monthly Senior Management meetings* Training new staff in the Help Desk area* Implemented new… Show more * Supervise staff members in the Help desk area.* Processing warranty claims for customers who require onsite service Australia wide* Liaison with other companies on behalf of customers.* Help customers over the phone to overcome difficulties with their PC's (Basic hardware/software problems)* Deal with spare parts enquiries, ordering, shipping and tracking* Attend monthly Senior Management meetings* Training new staff in the Help Desk area* Implemented new procedures to, e.g. improving tracking of parts, to reduce costs.* All helpdesk invoicing. Show less