What success looks like in this role:

A great role for someone to grow & bring their existing experience in the Quality Assurance function, and work with a newly established Service Delivery Team, as they work with our client.

Consistently monitoring on Service Desk Analyst interactions with End Users as well as the related tickets.

Ensuring that our designated Service Desk Analysts in the team are coached in a timely and effect manner.

Leverage your Coaching abilities to consistently improve Service Desk Analyst performance.

Providing input for Knowledge article updates and recommending process improvements.

Preparing reports and quality indicators, communicating Quality results to our Service Desk Leadership members, and implementing continuous improvement action plans for enhancing End User Experience.

Collaborating with your Knowledge, Training, Quality and Operations to innovate and drive results.

Preparing and driving Quality Assurance Weekly, Monthly business presentations, for various stakeholders.

Actively participate in quality initiatives and Team objectives to achieve high-quality execution of the Quality Process on an ongoing basis.

Conduct sessions with Service Desk Analysts and staff members to calibrate on topics such as call guidelines and discuss on Quality Metrics.

When required participate in Client interaction and activities.

Displaying your Service Delivery technical troubleshooting experience.

Generate relationships and be perceived as a subject matter expert by the Service Desk team at manager and individual contributor levels.

Australian Citizens with an active NV1 / NV2 security clearance is highly desirable.

#LI-KC1

You will be successful in this role if you have:

Australian Citizen only.

Currently have an active AGSVA security clearance level of NV1 or NV2 is highly desirable.

Minimum 2+ years of IT Service Desk Level 1 experience.

Should have prior quality coaching experience in a service desk environment.

Excellent verbal and written communication skills.

Key Skills:

Good understanding of ITIL Service Desk Level 1 Support processes.

Passionate about continuous improvement, audit processes.

Ability to drive and create MIS reporting, trending reporting and Analytics.

Good knowledge of Service Desk Tools, Applications.

Experience creating and updating reports. Should be able to interpret data and trend analysis.

Able to resolve escalations and keep stakeholders informed of progress and outcomes.

Highly resourceful, self-driven, and proactive attitude that demonstrate ownership.

Growth Mindset that generates curiousness about the working environment.

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