Service Desk Delivery (SDD) - Principal Consultant (PC) in Ballarat Australia

Job ID: GPS-0633780
Job type: Full-time Regular
Work country: Australia
Position type: Professional
Work city: Ballarat
Posted: 29-Jan-2014
Travel: No travel
Job area: IT & Telecommunications (non consulting)
Business group: Global Process Services
Job category: Enterprise Operations
Business unit: CRM Practice
Job role: Service Coordinator
Job role skillset: General
Commissionable/Sales-Incentive jobs only: No

 Job description

The Principal Consultant is a primary escalation point for the 1st level helpdesk, responsible for clarification and assistance in areas of process and troubleshooting, aiding the resolution of calls at first level or correct assignment to 2nd and 3rd level support. The PC is also responsible for ad-hoc or ongoing tasks as assigned by the Service Coordinator / Team Leader, potentially including management and delivery of training packages and ticket quality.
Position Responsibilities and Tasks:

• Answer calls daily and assist leadership in ensuring SLA attainment is achieved
• Answer process based questions for the team;
• Assist consultants with the resolution of problems, as required, and ensure that correct procedures are followed by consultants as outlined in the client documentation;
• Assist consultants with the resolution or assignment of high severity problems, as required, and ensure that correct procedures are followed by consultants as outlined in the client documentation;
• Follow, refine, or update various operating procedures as required to improve delivery of services.
• Regularly analyse processes and practices used at the Service Desk level, with a view to improving the overall effectiveness of service delivery;
• Assist to ensure changes in support processes are communicated to the team efficiently and in a timely manner
• Work with the Team Leader and Service Coordinator to facilitate client specific training upon the commencement of new employees within the SDD and actively seek training opportunities for existing SDD consultants, to ensure that they obtain the required knowledge to support the SDD client base;
• Provide value to our clients through enhancing the skills of the SDD consultants and enabling them to work as a team;
• Perform ticket quality assessment and remediation where required on eligible tickets that do not meet SLA Catalogue requirements;
• Actively seek out opportunities for personal and professional development; Pursue formal and informal training sessions to upgrade skills and knowledge, included would be self-study courses, and participate in on-the-job training.
• Adherence to mandatory business compliance activities including CLAIM, personal asset management, QA, workplace security and Business Conduct Guidelines;
• Demonstrate IBM values within the SDD culture;
• Additional duties and/or responsibilities as assigned by the Operations Manager, Service Co-ordinator or Team Leader.
• Provide first level technical telephone assistance to customers and maintain accurate records.
• Develop and demonstrate the effective use of all tools, products, and services, including call, problem, and change management systems.
• Understand and utilise problem determination tools and techniques to identify and effectively resolve problems.
• Responsible for providing accurate and detailed information on unresolved problems to support groups, peers, and management.
• Follow up on unresolved problems and ensure senior department members and management are informed of potential issues.
• Follow established IBM Quality Policy and Security procedures.
• Demonstrate effective inter-personal and communication skills to effectively assist customers with problems.
• Follow, refine, or update various operating procedures as required to improve delivery of services.
• Comply with team guidelines set by the Team Leader and endorsed by the People Care Manager and the Operations Manager, A/NZ Service Desk Delivery Centre.
• Responsible for initiating Call Concurrence as required by clients.

Responsibility Priority

• Effective prioritisation of tasks to align with business needs
• Ensuring that tasks’ which completion may impact upon SLA attainment are prioritised over non-SLA outcome tasks

Required

• Pre-University qualification
• English: Fluent

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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