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.
- Solid 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 this sounds like you:
Apply! Or drop me a line at arivera@infopeople.com.au OR give me a call on 0482 097 763 to discuss further. If we believe youu0027re a good match, weu0027ll get in touch with you to let you know the next steps!
Infopeople - Anne Rivera
📌 ICT Help Desk Support, NSW
🏢 Infopeople
📍 Sydney