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Help Desk

3 months ago

Canberra, ACT, Australia Infinite Consulting Full time

Job Description

As the Incident Manager you will support the day-to-day management of matters relating to incidents for technical ICT and core business operations, processes within the Agency's Service Operations Section, including participating in section planning for short term tasks and contributing to strategic planning for longer term initiatives.

The role is responsible for undertaking work that is moderately complex to complex and/or sensitive in nature, under limited direction, utilising expertise and knowledge within the area of IT and operational support.

Responsibilities include, but not limited to:

  • Managing the day-to-day operation of the incident management process; and overseeing problem management during key events.
  • Responding to reports of incidents; and initiating the incident management process including the management of the incident, communicating and coordinating with business areas, external 3rd parties, and team members involved in resolving incidents.
  • Prioritising incidents according to their urgency and priority impacts to the Agency and identifying the cause of incidents with the aim to proactively prevent incidents from happening and minimize the impact of incidents that cannot be prevented.
  • Conduct regular analysis on incidents and continuous improvement activities relating to incidents and its synergies with knowledge management, system reporting, training, problem management, and change management.
  • Provide support to the Agency's Command Centre for requests for information/further details on incident reporting.

Essential Criteria include, but not limited to:

  • Minimum 3 years' experience working in IT service management or similar role
  • Strong knowledge of ITIL frameworks and their relationship with service management
  • Proven analytical abilities with the ability to propose and facilitate change and contribute to business improvement strategies.
  • Demonstrated ability to manage staff while developing capabilities, encouraging career development and promoting professionalism.
  • Relevant qualifications in ITIL and incident management. (Desirable)
  • Experience with ServiceNow or similar ITSM toolset. (Desirable)

Submission details

Submission deadline - 11/07

Duration - ASAP to 31/12/2023

Extension/s - 6 month option to extend

Eligibility - Australian Citizenship

Clearance - NV1 Clearance (baseline clearance will be upgraded by the Agency)

Location - Canberra, A.C.T

Working Arrangements - On-site in the National office in Canberra - hybrid or remote working arrangements will not be considered

If you are interested in finding out more apply today or contact Varsha in our Canberra office on