IT Incident

**About us**

You’ve probably heard of Coates or seen our orange hire equipment on job sites around Australia. But we’re more than just scissor lifts and diggers. We’re an end-to-end solutions company operating across five key areas: Equipment Hire; Engineering Solutions; Industrial Solutions; Power & HVAC; and Training.

We’re proudly Australian-owned, with a long history of supporting customers to deliver major projects, and an exciting future focused on digital transformation, sustainability, and growth.

At Coates, we understand that we’re nothing without great people. So, you don’t just work for us, we work for you. We’re here to support and equip you with great training and development, flexible work options, and a positive team environment to help you build your career from the ground up or take it to the next level.

**Your new role awaits**

Your core responsibility will be owning major incident and problem resolution processes, with a focus on proactively detecting and preventing future problems/incidents to allow quicker diagnosis and resolution.

You’ll work collaboratively across Support and Maintenance Services and with vendor teams to coordinate, standardise, and lead all ITIL incident & problem management activities ensuring root cause and prevention is identified.

This role plays a vital role in supporting the operations strategic plan to ensure improved system stability, reduction of outages and business interruptions.

This role is based at Coates Mascot head office and** **reports directly to the Service Improvement Manager.

**A typical day for you**
- Coordinating activities related to BAU & Project Incidents and Problem tickets of all IT systems, including (but not limited to) cloud, servers, storage, networking, telephony, security, and desktop support
- Post incident review and analysis
- Analysing trends and preparing service improvement plans to address identified gaps
- Creating and managing a knowledge base to maintain the information about known errors and workarounds for the service desk and self-service portals to use
- Planning, organizing, and execution of incident and problem management policies
- Ensuring processes are compliant with company and industry standards

**What you’ll bring to the role**
- Experience in Technology, Service Management, or relevant similar roles
- Exceptional stakeholder management skills, including C-suite
- Understanding of cloud and infrastructure management - cert not required
- Understanding of Application support and Vendor Management
- ITIL or IT Service Management certification is beneficial

**What you’ll get in return**

As part of our team, you’ll enjoy a range of perks and benefits including:

- ** Attractive salary package & benefits**:

- ** Permanent Full-time position**:

- **Work from home 2 days each week**:

- ** Easy access to public transport - 2min walk to Mascot Train Station**:

- Training to equip you for success and drive your career forward
- Purchased extra leave program if you want some more time to do the things you love
- Discounted hire equipment so you can finally finish that home reno job
- Supportive and inclusive team culture that empowers you to do your best work
- Employee Assistance Program (EAP) for professional and confidential counselling and support
- Volunteering opportunities through the Coates Foundation so you can connect to your community

**Why Coates?**

At Coates, we know that people, organisations and communities thrive when everyone feels valued and included. So, we’re proud to be implementing our second Reconciliation Action Plan (RAP) and working to continually improve gender representation and the development of our future female leaders via our annual LEAP program.

Safety always comes first at Coates. Our safety-driven processes and policies aim to ensure all stakeholders go to work and return home safely to their families and communities.

And to deliver on our wider people and planet responsibilities, we’re committed to achieving net-zero greenhouse gas emissions and supporting our national charities and local communities through the Coates Foundation.

**Ready to apply?**

Diversity and inclusion are at the heart of our culture. We’re committed to continually increasing the diversity of our workforce, including leadership levels. We actively encourage all people to apply.

**Coates. **Equipped for you