Our client, a government agency based in NSW, is looking to onboard an ICT Help Desk Support for a short-term contract.
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.
Key Requirements
* 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 apply or contact Anne Rivera at arivera@infopeople.com.au or 0482 097 763 to discuss further.
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