Projects, Change, Technology and IT

Incident Response Lead

Salary

Location

Melbourne

Job Type

Permanent

Job Ref

Date Posted

Tue, 12th May 2020

Drive value for the business around solving root cause analysis / problem resolution


The Company

Join this exciting business that is a leader within the Services industry going through an exciting phase of growth. The business is Australia wide and a innovative/strategic market leader within this space.

The Role

We are looking for candidates with strong experience across Level 1 & 2 support that have been involved in root-cause analysis and data analysis / trend identification. The role will be to do some hands on incident repsonse but with a focus on driving value for the business around solving root cause analysis.

Responsibilities

  • Provide highly developed customer service and support to users to solve incidents and minimise impact and loss of productivity due to ICT issues
  • Experience conducting support across Microsoft products; Microsoft Server Products, Active Directory,MS, O365
  • Utilise ITIL processes to manage incidents and problems to reduce the number of repetitive tickets, increase productivity and service quality
  • Creating and managing Change requests as part of problem resolution
  • Clearly and accurately document activities and client experience/context within the enterprise ticketing system as a single source of truth, while following the documented format and requirements.
  • Support the IT Service Desk Manager to improve support processes

Candidate Experience

  • 5 years + as IT Support professional working in enteprise environments
  • Certifications: MCSA, MCSE or MCITP, CCNA
  • Cherwell Workflow desired but not essential
  • ITIL framework

For more information please contact Charles

03 94483011

Job Application