Coordinator IT Service Operations

1 week ago

Perth, Australia Finite Full time

Location: - Perth- Job Type: - Contract- Specialisation: - Team Leaders- Salary: - Negotiable- Reference: - CR/025110_1706599911- Contact: - Katie Griffin- **Role context** Our client is seeking an energetic Coordinator for IT Service Operations with a can-do mentality to solving customer's issues, a desire to drive excellent customer and service operation processes whilst providing quality improvements. This is a business focused role reporting to the Manager Information & Records and is responsible for running IT Service Operations including the IT Service Desk. The coordinator will be required to maintain support from 7:30am to 5:30pm. This role will act as a point of contact and escalation for IT incidents and service requests, change requests, manage major incidents, and drive subsequent root cause analysis. **Responsibilities and main function** 1. Manage service requests to ensure courteous, timely and effective resolution of end user issues: 2. Design, create and develop ITSM toolset to facilitate valuable reporting including identifying trends and problems. 3. Managing incidents and changes to the IT system's production environments. 4. Ensure the Department's information security management controls for service operation are always upheld; and 5. Review and improve existing IT service operation-based processes and management reporting. **Essential selection criteria** 1. Have strong IT service operation background and experience in an IT service desk environment. 2. Demonstrated experience in the management and reporting of service desk requests, incidents, problems and changes. 3. Leadership quality with customer service focus, diligent with excellent organisational skills as well as willingness to provide the best service to their client base. 4. Well-developed written communication skills, including the development of key documents to support the IT service operation processes (e.g. user guides, technical instructions, web content, incident alerts and department wide notifications). 5. Proficiency in ITIL service operation practices. 6. Demonstrated understanding of occupational safety, health and equity, and diversity principles and practices. **Desirable selection criteria** 1. A current "C" class driver's licence valid within the State of Western Australia; and willing and able to travel (via light/heavy vehicles and fixed/rotary wing aircraft) within Western Australia. 2. Experience working with a geographically-distributed enterprise supporting 24/7/52 IT services. 3. Working knowledge of ISO/IEC27000 series of Information Security Management System (ISMS) controls.

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