Training and Quality Co-ordinator

2 weeks ago

Brisbane, Queensland, Australia CareCone Australia Full time
**Position
- **Training and Quality Co-ordinator

Type:
Permanent

Location:
Brisbane, QLD

  • Training and quality management of the IT Support team
  • Incident and support request procedures
  • Current processes and new business processes
  • Develop and/or review knowledge articles and procedures
  • Provide team members with coaching and mentoring, ensuring feedback is delivered in a timely manner
  • Recognize and evaluate the capability and potential of existing team members
  • Effectively review and assess underperformance to identify when expectations are not being met
  • Training and Onboarding of newly recruited team members
  • Build and deploy training plans and quality assurance systems to ensure alignment of all technical support teams to service delivery objectives, support plans, and escalation processes
  • Develop, review, and publish knowledge and training collateral

Key Requirements

  • Accurate knowledge of technology lifecycle and processes
  • Understanding IT Services used by clients (people, processes, and technologies)
  • Functional and technical knowledge of enduser computing services and how these services are consumed
  • Relevant degree, qualification, or equivalent experience in service delivery and general technology solutions
  • Demonstrated understanding of enduser computing environments in a largescale enterprise context
  • Demonstrated a strong understanding of quality customer service approach, clear professional communication, and effective interpersonal skills
  • Demonstrated understanding of ITIL practices, incident, and request management, and experience with applicable software / services
  • Knowledge of information systems and associated delivery methods to enable satisfaction of target service level objectives.
  • Direct experience in ITSM
  • The excellent document, presentation creation, and written and verbal communication skills
  • Provide call training and assessment to new and existing team members
  • Ability to train a serviceoriented team to deliver businessaligned priorities
  • Demonstrated initiative and proactive approach
  • Proven ability to train and drive continual improvement and to support others through technical change
  • Experience working in a large multibusiness unit organization

Kind Regards,

Vipul Chaudhary

Carecone Pty Ltd

Job Types:
Full-time, Permanent

Schedule:

  • 8 hour shift

Speak with the employer

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