Customer Experience Officer - Melbourne
Are you ready to leverage your existing capabilities in a new and challenging environment? Value diversity? It's what sets us apart. Immerse yourself in an inclusive, diverse and supportive culture KPMG is one of the most trusted and respected global professional services firms. Through depth of expertise, clarity of insight and strength of purpose we help our clients solve complex challenges, steer change, strengthen, transition and grow.
We are looking for talented people who share our purpose of inspiring confidence and empowering change for our clients, our people and our communities. As a team member of the Customer Experience Centre this role represents the â€œface of ITâ€ focused on providing the highest level of customer service. Using innovative solutions, the role is required to ensure that we service our customers as quickly and efficiently as possible.
You understand that it is important not only to help fix equipment, but to build positive customer relationships with free technical advice and timely repairs. Your new role You will be responsible for: Being â€œthe faceâ€ of IT to the business. The position is a front of house IT role and as such you will be dealing with staff in person Ensuring that the national processes and procedures are followed as per KPMGâ€™s guidelines.
Identifying and locally escalating support requests that are symptomatic to ensure it is resolved in a timely manner. Recording all relevant information including progress accurately regarding Service Request in ITSM (Information Technology Service Management) Tool in accordance with KPMG Policy and Processes. Ensuring local IT assets are accurately documented within the national database and managed through their lifecycle including software licensing Performing configuration management related activities in line with agreed policies and support processes.
Actively identifying areas for process improvement and make recommendations to Team Leaders. Providing a delivery focus in full and on time service to all our customers. The role is predominantly a level 1 and level 2 support role but you will occasionally be required to do level 3 work (with guidance) and some project work You bring to the role 1 year experience in Desktop Support or equivalent.
A passion to enjoy meeting people and building relationship with customers Some background in tech support or customer service. Excellent communication skills and ability to articulate technical concepts in laymanâ€™s terms. A sense of urgencyâ€” Experience in delivering services within an environment with defined service Levels.
Experience using workflow/call management systems. Experience working with Asset Management. Experience using and supporting Windows 10, Office 2013 and/or Office365 will be highly regarded Experience using Skype for Business will be highly regarded Experience using Service Now call logging system will be highly regarded What we offer you We offer rewarding c....