ITIL Service Desk Coordinator

6 days ago


Adelaide, South Australia Paxus - Technology + Digital Talent Full time

Job Summary:

Paxus - Technology + Digital Talent is seeking an experienced ITIL Service Desk Coordinator to join our team for a 6-month contract. As a key member of our service desk team, you will play a pivotal role in ensuring seamless service delivery to our clients.

Key Responsibilities:

  • Reporting and Analytics: Utilize ServiceNow reporting expertise to provide clear and concise insights into service desk performance, enabling data-driven decision making.
  • Incident Management: Coordinate incident management and ticket distribution to ensure timely responses and resolutions, minimizing downtime and maximizing productivity.
  • Feedback and Guidance: Provide constructive feedback to the service desk team to enhance their performance and assist in troubleshooting, promoting a culture of continuous improvement.
  • Severity Assessment: Monitor and evaluate the severity of incoming tickets to prioritize effectively, ensuring that critical issues receive prompt attention.
  • Stakeholder Management: Build and maintain relationships with internal and external stakeholders to ensure seamless service delivery, fostering a collaborative and supportive environment.

Requirements:

  • Reporting Expertise: Strong experience in reporting through ServiceNow, with a proven ability to extract insights from data and present findings in a clear and concise manner.
  • Incident Management: Proven ability to coordinate incident management and ticket distribution, with a focus on timely responses and resolutions.
  • Communication Skills: Excellent communication skills, with the ability to effectively liaise with a diverse range of stakeholders, including technical and non-technical individuals.
  • ITIL Framework: Solid knowledge of the ITIL framework and ability to apply best practices in service desk operations.
  • Technical Skills: Familiarity with Microsoft Windows Workstation, Windows Server, and cloud-based platforms (Google gSuite, Microsoft Office 365).

About Paxus:

Paxus - Technology + Digital Talent is a leading provider of technology and digital talent solutions. We are committed to delivering exceptional service and value to our clients, and we are seeking a talented and experienced ITIL Service Desk Coordinator to join our team.



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