Crisis Resolution Specialist

2 weeks ago

Canberra, ACT, Australia beBeeResolution Full time $90,000 - $120,000

Job Title: Crisis Resolution Specialist

About the Role:

We are seeking a skilled Crisis Resolution Specialist to join our team. In this role, you will be responsible for managing crisis situations, ensuring effective resolution and minimizing impact on our operations.

Key Responsibilities:

  • Leading conference calls with technical resources and stakeholders to resolve crises.

  • Liaising with internal and external stakeholders to provide timely updates and ensure clear communication.

  • Tracking progress against SLAs to ensure prompt resolution of incidents.

  • Maintaining accurate records of all crisis incidents.

  • Contributing to the improvement of SOPs to enhance crisis management processes.

  • Completing post-crisis reports to identify areas for improvement.

Requirements:

To succeed in this role, you will need:

  • Experience working in an IT service desk environment.

  • Ability to work effectively in a team environment as well as autonomously.

  • Strong customer service skills, including empathy and prioritization.

  • Proven ability to deliver quality client service under direction.

  • Capacity to develop and maintain productive internal and external relationships.

Benefits:

This role offers the opportunity to work in a dynamic environment, contributing to the success of our organization. If you have the skills and experience required, we encourage you to apply.

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