IT Service Desk Healthcare AU Remote

Responsibilities

• The Level 1 Consultant is responsible for both Inbound and Outbound contacts from clients seeking first-line response to Technical, Procedural and General enquiries for Corum Health Products & Services, across all channels.
• The Consultant is expected to Diagnose, Investigate, Resolve and Escalate client cases, employing technical knowledge, skills, experience and judgement to ensure performance within defined Service and Quality standards.
• Duties are normally performed within a Call Centre environment and the Consultant must be available to work variable shifts, including After Hours and on the Weekend as required by the business.
  
  

• Excellent client service ethic and communication skills, both written and verbal, with experience in fostering relationships with internal as well as external stakeholders.
• Ensuring Service benchmarks for both Quality and Timeliness are met.
• Ownership of cases including meeting commitments, following-through and working with other parts of the organisation to ensure a consistent and compliant approach to the relationship management of our clients.
  
  

• Correctly Diagnose, Resolve or Escalate client cases and within benchmark timeframes.
• Undertake rigorous and systematic investigation, root cause analysis, solution development and write up. This will also require working closely with other teams across the organisation to ensure the best outcomes for both the company and the client are achieved.
• Identify areas of systemic importance (including in Product, Service, and Operations) and escalate to allow insight, remediation and knowledge sharing across teams.
• Participation in Continuous Improvement initiatives as well as Continuous Learning to ensure currency of knowledge and shared value.
  
  

• Consistently follow Operating Procedures and Processes, including accurate data entry, comprehensive investigations, problem solving and service.
• Proactive management of personal case portfolio to ensure resolution in adherence to Service standards, including follow-up, escalation and client commitments.
• Contribution to a harmonious and positive working team environment.
  
  

• Strongly Preferred - 1+ years in a fast-paced client servicing, retail or technical support environment requiring troubleshooting and processing skills, plus an ability to effectively, prioritize and adapt to changing scenarios.
• Strongly Preferred - Technical understanding and demonstrated experience including Microsoft Office suite, .NET frameworks and SQL), Hardware OR Healthcare industry, especially Pharmacy Dispensary duties (such as Pharmacy Dispense Technicians as well as Pharmacists).
• Strongly Preferred - Bachelors Degree (minimum) in a core skill area.