Based in Canberra
- Multiple Positions
- Exciting Role
**Your New Role**
The Event & Incident team is responsible for ensuring that all IT event and incident processes are effective in delivering restoration of normal service operations as soon as possible.
**Key activities include**
- Ensuring that event monitoring is conducted in line with appropriate treatment plans
- Ensuring appropriate actions are taken place to reduce the amount of high priority incidents through event monitoring.
- Working as a team to ensure monitoring is effective
- Ensuring accurate and meaningful handover of managed cases at shift handover
- Ensuring all incidents cases and records are accurately maintained and are of quality in content
- Monitoring, management and reporting of areas of focus for multi service provider job queues
- Participating in assessments of the maturity and effectiveness of the Incident processes.
- Continuous improvement of Standard Operating Procedures (SOPs) to assist in day to day running event and incident activity
- Provide after hours support for Incident Management activities.
**Qualifications**
**About You and What You'll Bring**
- Experience within an IT service desk environment
- Ability to work in a team environment as well as autonomously in a professional environment.
- Ability to assist in the resolution of conflict
- Strong customer service focus with the ability to empathise as well as prioritise
- Proven ability to deliver a quality client service, under direction
- Ability to develop and maintain productive internal and external relationships, partnerships and networks
- ITIL V4 Foundations qualifications or higher will be highly regarded.
- **Canberra ACT, Australia**:
- **Full-time**:
- **Job Type: 12+ month contract