Incident Management Technician
2 months ago
Posted 15 April 2024
- SalaryNegotiable hourly rates
- LocationAdelaide
- Job type Contract
- DisciplineCloud + Infrastructure
- Reference265361
**Job description**:
We are seeking a dynamic IT Incident Management Technician in a newly created role within our clients IT department. In this role, you will play a critical role in ensuring the stability, security, and reliability of IT systems by effectively managing and resolving incidents as they occur.
- 6-month hourly rate contact, with the potential for extension or permanency. _
**Responsibilities**:
- Promptly identify and log all reported incidents related to IT systems, services, and operations.
- Categorise and prioritise incidents based on severity, impact, and urgency to ensure timely resolution.
- Conduct initial assessments and triage of incidents to determine appropriate response actions.
- Escalate incidents to higher-level support teams or management as needed and ensure effective communication with stakeholders.
- Coordinate the efforts of various teams involved in resolving incidents, including IT support teams, system administrators, and external vendors.
- Maintain detailed records of all incidents, actions taken, and resolution status, and generate incident reports for management review and analysis.
- Participate in post-incident reviews and analysis to identify trends, root causes, and opportunities for process improvement.
- Provide training and awareness programs to educate employees about incident reporting procedures and best practices for incident management.
***
**Qualifications**:
- Proven experience in IT incident management, preferably in a fast-paced and dynamic environment.
- Strong technical skills and knowledge of IT systems, networks, and infrastructure.
- Excellent problem-solving and analytical skills, with the ability to quickly assess and resolve complex technical issues.
- Effective communication and interpersonal skills, with the ability to communicate technical information to non-technical stakeholders.
- Highly organised and detail-oriented, with the ability to manage multiple priorities and meet deadlines.
- Certifications such as ITIL Foundation, or similar are a plus.
On-site role, 100% remote not available.
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