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To ensure specialist 2nd tier user support on more complex processes and functionality within one of the specialised areas of Asset Management, Inventory Management and System Administration, or Procurement Integration.
Keep up to date with different aspects of each new system and enhancement initiative, e.g. package functionality or module content; Communicate/ liaise with end-user community/client via the Call Centre to assist with the resolution of more complex requests; Develop and facilitate outbound communication e.g. user satisfaction surveys, outbound campaigns, status of requests and ad-hoc requests;Build good relations with the users and other LOGIS project teams; Evaluate delivery methods and ensure continuous improvement i.e. by researching and sharing ideas on best practice in the Call Centre Service delivery;Give feedback to the other relevant teams and make recommendations for changes/enhancements to the package based on problem solving investigations;Ensure that relevant feedback is given to the first line team on solutions to enhance overall service delivery and shorten lead times; andProvide backup to the 1 Tier Team during capacity shortfalls or peak periodsContribute to the FAQ databaseWell-developed telephone, interpersonal, relationship building and customer service skills;Appropriate written communication skills with quality deliverables; Good working knowledge and understanding of government Procurement to Payment processes and functionality, with specialist knowledge in Asset Management, Inventory Management and System Administration or Procurement Integration;
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