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Service Centre Quality & Knowledge Coordinator

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  • 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.

Job Ref: 11629

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