Infopeople is looking to onboard an ict help desk support for a short-term contract with a government agency based in nsw.
Key Accountabilities:
* manage jira service management (jsm) queues and oversee the flow of high-volume tickets to ensure timely resolution.
* assist the ict support team with troubleshooting and resolving complex tickets.
* engage with vendors to escalate and manage high-priority or specialist issues.
* conduct root cause analysis on recurring incidents and recommend preventative measures.
* liaise with business users to gather information, provide updates, and ensure customer satisfaction.
Required Skills and Qualifications:
* hands-on experience with jira service management, including queue management, slas, workflows, and ticket escalation.
* strong troubleshooting skills and experience assisting with complex ict incidents.
* ability to coordinate with vendors and internal teams to resolve escalated issues promptly.
* experience performing root cause analysis and recommending improvements to reduce repeat incidents.
* excellent communication and stakeholder engagement skills to liaise effectively with both technical teams and business users.
if you are interested in this opportunity, please contact anne rivera to discuss further.