Senior Service Centre Analyst

Who are we

Programmed Electrical Technologies is one of the leading providers of audio visual communications and electrical services providing customers with a complete end-to-end solution across a multitude of industries. Working with Programmed Electrical Technologies means you will become part of the Programmed family: a company that encourages career development supports flexibility and cares about your personal wellbeing and safety.

• 727 Collins Street location in Melbourne
• Dynamic and friendly team environment
• Be part of an established brand with real career progression opportunities
  
  

Our success is built on the talent and enthusiasm of our people. We strive to create an inclusive environment for every team member to have a positive enjoyable and rewarding work experience. Our culture is built around safety care and empathy for people and good old fashioned customer service. We are looking for someone who appreciates the diversity of our customers contractors and teams.

The Role

A fantastic opportunity is now available for an experienced Senior Service Centre Analyst to join our dynamic and friendly team based in Docklands (727 Collins Street) in Melbourne for a period of 6 months. The Business has recently gone through a period of expansion and this coupled with some leave and secondments withing the team means there is an opportunity to expand the team in the medium term to provide suitable coverage.

Reporting to the Service Centre Manager this position:

• Manages work requests from the Client in line with the agreed service levels and co-ordinate with multiple stakeholders for action.
• Monitors progress and anticipated completion date for all work requests.
• Escalates to the management team instances where requests cannot be actioned within the required response times.
• Reports customer comments/complaints in accordance with company/contract quality system requirements.
• Manages customer expectations through frequent accurate and timely updates and ensures promises are not made which cannot be kept
• Effectively communicates with multiple stakeholders and supports the service delivery team in maximising customer satisfaction.
• Monitors progress and anticipated completion date for all service requests.
• Prepares information for inclusion in to specified reports ensuring information is correct prepared to the agreed format and structure and completed within the given time frame.
• Monitors and reports all instances of team member/subcontractor non-compliance
• Actively identifies hazards in the workplace and implement corrective action.

Skills and Experience

• Experience in facilities administration / Service Centre related activities. Any experience with AV related technologies would be seen as an advantage but is not mandatory.
• High level of customer service and interpersonal skills.
• Experience with field mobility solutions (highly desirable)
• Demonstrated computer literacy in both windows (Microsoft) and business based applications.
• Experience with service level agreements and contractual obligations.
• Relevant ITIL v3 or v4 certifications and/or industry experience

This role offers ongoing support and development a fantastic dedicated team environment attractive remuneration package and potential career opportunities.

Employee Benefits

• Attractive and competitive salary
• Great Remuneration Awesome Team Wellbeing Initiative
• Long term career potential
• Paid parental leave and great discounts with selected retailers
• An Employee Assistance Program which incorporates a tailored wellbeing initiative
• Great location (727 Collins Stree) which is situation close to public transport and in the hear of Melbourne.

Our Commitment

Programmed and PERSOL supports a workplace culture of zero harm and encourages this in all that we do.

Programmed and PERSOL strives for diversity inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures gender age sexual orientation or abilities to apply.

To learn more about working with Programmed and PERSOL we encourage you to visit our website.