Debbie Griffith

Service Desk Operations Specialist and Support Lead (SME), Woolworths Group Limited, In my previous role as Service Desk Service Desk Operations Specialist and Support Lead (SME) my role was to provide Project delivery and 1st level BAU support process to our offshore service desk team for all IT related Projects that affect all areas of our business. From Stores to DC to Online. This includes communications, writing of documentation, training, reviewing current processes and escalation of incidents. My other responsibilities include, incident process, incident escalations, technical assistance and processes across our 1st level service desk. My other tasks involve proactively identifying and driving continuous improvement within our service desk and vendor partners to ensure we are maintaining exceptional customer service & driving operational efficiencies for Woolworths' sites locally and internationally. This includes managing and assisting the team in driving resolution of incidents which impact the business. Other tasks included working with both business and other IT groups to agree on best practice for supporting our business. I ensured The Service Desk were adhering to processes and assist in performance and service quality as well as Identify opportunities to improve break/fix efficiency, ensure all work around/fixes are in place and all documentation are updated as required, provide coaching and technical support to The Service Desk staff when required, provide input into support standards and practices. In the project space my role had a very important part in delivering new projects seamlessly into the desk for BAU support, this includes identifying requirements for The Service Desk across all projects and all trading banners including online. I provide input into System and Application, Service Levels, templates and document design and negotiate changes to processes for key vendors and customers. I also facilitate/drive and Owned technical and operational improvements to benefit Our Service Desk and close partners. This also includes training and feedback programs for The Service Desk staff, as well as contributing to a positive team environment.

RPL Service Delivery Manager, Value Chain, In my current role as the RPL Service Delivery Manager for Value Chain looking after Replenishment, Products and Logistics, I am the primary IT point of contact for our Product and Value Chain business operational teams. This role involves high stakeholder communication when dealing with major incidents working closely with the situation management team and vendors to restore affected services and minimizing impacts to our business stakeholders. As well as post incident resolutions with problem management. I work very closely with teams to drive service improvement across all parts of RPL as well as project teams and change teams to ensure impacts are identified and risks are evaluated and communicated to our stakeholders. I am constantly working with product owners to make sure documentation/run books are up to date and SLAs are clear and understood and best practice is in place. As well as working closely with business partners including Primary Connect members to make sure their day to day processes are in place and adhered to. This is a 24/7 on call position. This role is a very fast paced role and involves working closely with our business partners and many vendors to make sure our business runs smoothly.

Telstra Service Desk IVR Click for Support tool (CFS) 1store project Afterpay in store for BigW Training and Implementing Service wow