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ITIL Service Desk Coordinator
2 months ago
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 coordinating incident management and ticket distribution, ensuring timely responses and resolutions.
Key Responsibilities:
- Reporting and Analytics: Utilize ServiceNow reporting to provide clear communication of service desk performance, ensuring data-driven decision making.
- Incident Management Coordination: Coordinate incident management and ticket distribution, prioritizing effectively to ensure seamless service delivery.
- Feedback and Guidance: Provide 1st level feedback to the service desk team to enhance their performance and assist in troubleshooting.
- Severity Assessment: Monitor and evaluate the severity of incoming tickets to ensure effective prioritization.
- Stakeholder Management: Build and maintain relationships with internal and external stakeholders to ensure smooth service delivery.
Requirements:
- Strong experience in reporting through ServiceNow.
- Proven ability to coordinate incident management and ticket distribution.
- Confidence in providing feedback and guiding team members through challenges.
- Familiarity with Microsoft Windows Workstation, Windows Server, and cloud-based platforms (Google gSuite, Microsoft Office 365).
- Solid knowledge of ITIL framework and ability to apply best practices.
- Strong communication skills to effectively liaise with a diverse range of stakeholders.
About Paxus: Paxus - Technology + Digital Talent is a leading provider of technology and digital talent solutions. We value diversity and welcome applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds, and people living with a disability.
