Service Delivery Co-Ordinator

Queensland Computers is a fast-growing IT Provider with a strong presence throughout regional QLD. We are a young, active and ambitious team that delivers managed IT services to our predominately Small to Medium Business, Education & Government customer base.

You will be part of a supportive and family friendly work environment, with autonomy and flexibility to manage a variety of daily activities. 

 The successful applicant will be based out of the Wide Bay area.

Responsibilities

Review and prioritize incoming requests

• Review all incoming requests from customers, partners, and internal stakeholders.
• Prioritize requests based on urgency, importance, and impact on the business.
• Assign requests to the appropriate team members or resources.

Coordinate with internal teams

• Work with internal teams, to resolve tickets within SLA’s.
• Escalate issues to the appropriate team members or management.
• Keep stakeholders informed of progress and potential roadblocks.

Monitor and track progress

• Monitor the progress of Service Delivery tasks.
• Identify and address any potential issues that could impact the delivery of services.

Service Improvement

• Analyse performance to identify service improvement opportunities.
• Contribute to new service introductions across Operations to ensure best practice across customers.

Communicate with customers

• Communicate with customers to provide updates on the status of their requests.
• Resolve customer issues and concerns in a timely and professional manner.
• Collect feedback from customers to improve Service Delivery.

Manage documentation

• Maintain accurate and up-to-date documentation of Service Delivery processes and procedures.
• Create and maintain knowledge base articles for service coordination.

Continuous improvement

• Identify and implement opportunities to improve Service Delivery processes and procedures.
• Share knowledge and expertise with team members.

Experience

• Experience in a customer facing delivery role.
• Experienced in the delivery of large-scale operations and time critical services.
• Ability to be self-reliant, work under presser and prioritise workloads.
• Ability to deliver results meeting Key Performance Indicators and Service Level Agreements 
• Maintain quality output whilst demonstrating flexibility to changing demands and priorities in a high paced environment.
• Identify and deliver improvements to products and / or services.
• Ability to make informed decisions that directly affects business performance.  Displaying good judgement in balancing the needs of the customers
• Excellent written and verbal communication with strong active listening and influencing skills.
• Develops reliable professional customer relationships and positions themselves as the operational day to day contact for their customer.
• Demonstrates a commitment to delivering their customer needs.

Desirable

• Knowledge of service or project management methodologies (e.g. ITIL) would be an advantage
• Industry experience of using MS Excel 
• Knowledge of working in a business to business environment

Benefits 

• Be part of a high performing team that supports equality in the workplace.
• Join a business that actively encourages career progression and personal growth, through training and professional development. 
• Contribute to and share in the success of a growing business, that recognises and appreciates each individual in the team.
• Enjoy a work life balance, supported by a family friendly culture. 
• Be part of a technologically advanced company, with well-established connections in the industry.