IT Service Excellence Expert

1 week ago

Canberra, ACT, Australia beBeeincident Full time $100,000 - $124,999

We are seeking a skilled Incident Management Specialist to join our team.

The successful candidate will be responsible for delivering high-quality incident management services to our customers, ensuring their satisfaction and loyalty.

The key responsibilities of this role include:

  • Delivery of incident management services that meet or exceed customer expectations;
  • Developing and maintaining strong relationships with customers and stakeholders;
  • Management of the incident lifecycle from identification through to resolution and restoration of service;
  • Coordination of technical teams and stakeholders to fulfill customer requests and ensure exceptional service;
  • Production and review of quality incident management reports and documentation;
  • Analysis of existing and previous cases to provide continuous service improvement;

To succeed in this role, you will require:

  • A minimum of 3-4 years' experience in IT Service Support Management, preferably in the outsourcing industry;
  • Strong understanding of ITIL processes and relevant certification;
  • Proven experience in facilitating and leading meetings;
  • Excellent verbal and written communication skills;
  • Knowledge of ITSM tools;
  • An analytical and problem-solving approach;
  • Ability to identify trends in data;
  • Demonstrated good reporting skills, written, analytical, and statistical;
  • A strong customer-focused approach;
  • Current or reinstatable AGSVA Clearance.

We offer a range of benefits, including:

  • A dynamic and inclusive work environment;
  • Tailored career paths across our global organization;
  • Best-in-class reward and recognition programs;
  • Flexible work arrangements;
  • Volunteering leave;
  • Opportunities for professional growth and development;
  • A commitment to diversity, equity, and inclusion.

We value our people and recognize their contributions to our success. If you are passionate about providing exceptional customer service and have a strong desire to grow your career, we encourage you to apply for this exciting opportunity.

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