Collaboration Consultant

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Company: Block Solutions
Category: Computer and Mathematical Occupations
Published on 2021-07-27 06:09:21

The Role

TheCollaboration Consultant delivers support and proactive managed services fromthe Block Operations Centre to customers across retail and healthcare.

The Collaboration Consultant is responsible for ensuring that Collaboration managed services are delivered to Block’s internal staff and enterprise customers within agreed service levels. Focus is in following Block Managed Service Policies to meet our client’s business, technical and IT service management needs. The result being right first time, quality managed services.

Role Responsibilities

  • Firstcontact call handling services and recording of all fault calls & requestsfor service
  • Deliverincident and problem management activities to agreed service levels
  • Delivermonitoring and managed services activities to agreed service levels including
  • Requestsfor Service
  • Realtime monitoring and alerting
  • Capacitymanagement services
  • OSPatch Management services
  • BackUp Services
  • Endof Life/End of Sales Lifecycle Management services
  • Hardwareand software maintenance and management
  • VendorTAC management to agreed client service levels
  • Productionand maintenance of technical methods to enable the successful delivery of services
  • Completesdocumentation to a consistently high quality and in accordance with Blockprocesses and documentation standards
  • Ensureongoing document management control including technical operating policies
  • Worksclosely with Project Managers and Service Managers to ensure effective deliveryof project and managed service activities
  • Other ServiceManagement activities

  • Assess,Evaluate and Authorise change within the client managed service environments.
  • Working withService Control to ensure full lifecycle management of Service assets frompurchase through to service cessation, including the ongoing maintenance ofclient Configuration Management Database items
  • OperationsReadiness - Ensure that the services can be managed, operated and supported inaccordance with Services sold
  • Seeksopportunities to improve processes and methods to ensure that Block is bestpositioned to deliver high value services to clients
  • Skills, Knowledge &Experience

  • Cisco CCNP qualified,
  • Minimum 2 years’ experience in Cisco Collaboration technology i.e.
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Unity Connections (CUC)
  • Cisco Unified Contact Centre (UCCX)
  • Cisco / Enghouse Attendant Consoles
  • Cisco Unified Border Edge (CUBE) gateway
  • Cisco WebEx Meetings, Calling and Devices
  • Microsoft Office 365 Collaboration Services
  • Microsoft Teams – Video, Voice and Integrated Services
  • ITIL Foundation
  • Experience of working in healthcare and/or retaildesirable.
  • Solid understanding of and experience working withcomplex technical delivery solutions.
  • Experience of articulating complex technical challenges to arrive at the right decision.
  • Personal Attributes

  • A diligent planner who delivers on commitments in atimely manner.
  • Good interpersonal skills, able to build goodinternal and external relationships.
  • Works with efficiency whilst delivery a high-qualityexperience for clients.
  • Supports the development of practice colleaguesthrough coaching and knowledge-sharing.
  • Effective and skilled verbal and writtencommunicator.
  • Seeks to develop and learn from all engagements.
  • Efficient in approach, developing optimised andsimple working methods and processes with a keen eye for detail.
  • Continually improving, passionate about quality anddelivering value.
  • Person Specification

    BLOCK is an equal opportunities employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. This person specification is designed to help members of Interviewing Panels judge the qualities of interviewees in a systematic and consistent way and in accordance with BLOCK’s equal opportunities policy. 

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