- Melbourne CBD location
- 2 month initial contract with possible extension
- Asap start
My Client is a large, well known and well respected consultancy house in Melbourne CBD. They are seeking a Service centre knowledge coordinator to work on-site their client for an initial 2 month contract.
The Service Centre Quality and Knowledge Coordinator is responsible for:
Quality
- Designing, implementing and reviewing the Quality framework on a regular basis
- Participating in Service Desk recruitment
- Collecting and assessing process improvement ideas from the Service Desk staff
- Review and develop Quality standards
- Ensure all associated documentation (work instructions, tables, and checklists) are maintained and circulated to all appropriate staff
- Conduct Service Desk Analyst Induction
- Verbal/Written quality monitoring
- Determining standard reports on Quality and their distribution
- Monitor the effectiveness of the Quality Framework and making recommendations for improvement on an ongoing basis
Knowledge
- Designing, implementing and reviewing the Knowledge framework on a regular basis
- Preparing knowledge management plans, policies and procedures
- Working with project managers at the end of projects to gather knowledge that can be shared on the ITSM tool
- Drive compliance on Knowledge Management by following-up using different approaches (email, phone, face-to-face communication)
- Monitoring the effectiveness of the Knowledge Framework and making recommendations for improvement on an ongoing basis
- Provide high level service to the consulting team by addressing general/standard queries and connecting them with the right people
- Conduct scheduled knowledge management updates and maintenance
General Competencies
- Understanding of concepts, tools and features of Service Centre operations and of knowledge dissemination
- Proven ability to write concise reports and deliver effective oral presentations
- Demonstrated ability to work with peers and across various teams and divisions
- Ability to gather and organize information, compile data and prepare statistics
- Work under limited guidance
- Ability to identify and understand quality requirements
- Proven ability in documentation
- Ability to apply and interpret required standards and monitor performance
You must have previous recent relevant experience in a similar capacity in order to be shortlisted for the role. Apply now for immediate consideration.