ABOUT THE OPPORTUNITY

We’re on the lookout for an Incident Coordinator available to work on a 24/7 rotating roster to join the Kinetic IT team.  You will play a critical role coordinating the prioritisation and resolution of priority incidents within a large-scale Federal Government environment.

Your focus with be restoring services for priority incidents, ensuring timely resolution and quality customer experience. Effective delivery of this role will see you working with the team to reduce the instance and impact of major incidents, by monitoring trends and constantly seeking improvements within the environment.

This is a perfect opportunity for someone with a background in Incident Coordination or a Senior Service Desk role ready for that next step.

IF YOU WERE HERE YESTERDAY, HERE ARE SOME THINGS YOU WOULD HAVE BEEN INVOLVED IN:

•  Providing critical updates and coordination on high priority incidents
• Serve as technical and issue escalation to team members
• Build and maintain a strong customer relationship to support transparency of business.
• Mentor junior staff and new hires to better improve the competency and efficiency of the Service Desk
• Raise incidents with appropriate priority and escalation to ensure core infrastructure availability
• Development and maintenance of work instructions and ITSM knowledgebase articles for first level troubleshooting
• Provide input into knowledge base articles.

KEEN TO GET INVOLVED? YOU'LL JUST NEED SOME OF THE FOLLOWING: 

• Prior experience working in a service desk environment
• Ability to build and maintain effective relationships with internal and external stakeholders.
• Have a passion for process and continual improvement.
• Desire to have complete end to end ownership of incidents.
• High Level attention to detail and communication skills.
• Knowledge of ITIL & SIAM processes, certification preferred
• NV1 Clearance required
• Ability to work nights and weekends on a 28-day rotating shift roster

ABOUT KINETIC IT

We are recognised market leaders in the delivery of high-quality technology solutions to large public, private, and government organisations.  As an Australian-owned company, we take a lot of pride in delivering exceptional service that exceeds our customers’ expectations and positively contributing to our industry and community.  We hire for the long term and have a strong focus on training and developing our employees.  Everyday our amazing 1,400+ crew come to Kinetic IT not just to work but to be challenged, grow and be part of something bigger.

THE KINETIC IT DIFFERENCE

• Flexible working, paid parental leave, and other benefits tailored to your individual goals.
• Regular fun company and social events – Sundowner, Family Fun Day, Quiz Night and End of Year Party
• Vendor Exam Support, ITIL V4 Training and Communities of Practise groups
• Dedicated professional development reviews every 6 months, with monthly follow ups
• An open and supportive culture where we respect all people and individuals, and everyone has a voice

Check out more at kineticit.com.au.

HOW TO APPLY

First, check out our website Kineticit.com.au. If you like what you see then, click on the SEEK ‘Apply Now’ button or contact our career account on careers@kineticit.com.au and quote: WWREQ0027017