Incident Resolution Specialist

3 days ago

Melbourne, Victoria, Australia beBeeProblemManager Full time $28,000 - $35,000

**Incident Resolution Specialist Opportunity**

We are seeking a skilled and self-motivated Incident Resolution Specialist to play a crucial role in minimizing the adverse impact of incidents on our customers' business.

As an Incident Resolution Specialist, you will analyze incidents, identify problems, and implement solutions to prevent their recurrence. You will work closely with the Service Desk to improve the rate of first-time fixes by creating and maintaining Known Errors with documented workarounds.

Key responsibilities include:

  • Performing root cause analysis (RCA) as required
  • Conducting investigative analysis and reporting on chronic issues
  • Driving problem investigations towards root cause identification and permanent fixes
  • Utilizing innovative approaches and different RCA techniques to address unique problems

You will also update the problem reporting system with root cause and permanent resolution information, host weekly calls with customers and internal support teams, and generate reports to demonstrate trends across customer accounts.

Required skills and qualifications include:

  • Creative problem-solving skills, with the ability to follow issues through to logical conclusions
  • Excellent analytical skills and proficiency in tools such as Business Objects, Minitab, and MS Excel
  • Ability to work independently and collaboratively as part of a team

The ideal candidate will have a Bachelor's degree in Business Administration or Computer Sciences, ITIL foundation certification, and demonstrated proficiency in Microsoft Office Suite software.

This position operates in a fast-paced, team environment, collaborating with internal departments and external customers.

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