Project Analyst responsible for governance and optimization of PMO tools within Coles Group. Supporting effective portfolio management and driving data - led decision making.
About the role
- Providing IT support through voice, chat, and WhatsApp for Quality Digital users. Troubleshooting and resolving incidents while maintaining performance indicators.
Responsibilities
- Provide user support via our support channels (voice, chat, and WhatsApp)
- Follow procedural scripts for diagnosing and resolving issues, and for opening and closing tickets
- Record and handle incidents, and provide individual and team performance indicators
- Record, classify, prioritize, and resolve requests in the ITSM tool, or escalate them to the resolving team
- Ensure performance indicators are met (user satisfaction, SLA compliance, response time, availability on contact channels, and quality of internal processes)
Requirements
- Knowledge of troubleshooting networks, PCs, software and hardware; Service Desk tools; operating systems; and G Suite
- Currently pursuing a bachelor's degree in a Technology-related field
- Knowledge of POS (point-of-sale) systems
Benefits
- Meal and/or grocery allowance for food purchases and meals 🍴
- Medical and dental coverage for you and your family** 💙
- Pharmacy partnerships for discounts on medications** 💊
- Childcare assistance according to company policy** 🍼
- Gym membership discounts to encourage fitness** 🤸♀️🤸♂️
- Partnership with SESC for a variety of cultural and leisure programs** ✈
- Partnerships for language studies, technology courses, and online learning platforms** 📚
- Payroll-deductible loans with attractive rates + financial education program 💰
- Corporate University and learning paths with diverse content on technology, soft skills, market trends, and more 👨💻
- Employee referral program with potential rewards and bonuses 🎁
- Group life insurance ⛑
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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