Canberra, Australian Capital Territory, Australia
15 Years Service Delivery experience within Australian Government.
End-to-end management and responsilbity for ICT Incidents in the environment through leadership of the Incident Management Team. • Provide a central point of coordination for Major Incidents • Coordinate with support personnel and third party vendors (at various levels) to find a workaround, temporary fix or to improve the communication flow during high priority incidents • Alert support groups of high priority incidents that are about to miss SLA • Identify and create problem tickets as identified through the Incident Management process • Identify trends in SLA breaches and work with the relevant support group to ensure corrective plans are in place • Coordinate the production of Incident Reports • Provide timely updates to key delivery and customer stakeholders on the status of Major Incidents • Report on Incident trends and provide proactive solutions for reduction in the total volume of incidents • Lead all awareness programs on Incident Management processes • Ensure that Incident Management processes are documented and maintained • Develop standard operational procedures to ensure staff are provided the instructions needed to follow incident management processes • Guidance and Management of the Incident Management Team • Manage Client Relationships • Escalation Support
End-to-end management of VIP ICT Requests and Incidents. Support to Health VIP members at SES2 level and above including Ministers and staff. - Dedicated desktop support to SES1 (Whilst on-boarding), SES2, SES3 and Ministerial staff. - Management of VIP user accounts - ICT Support to senior Health staff during Senate Estimate hearings - ICT to change of cabinet and change of government support for incoming/outgoing Ministerial staff - Ad-hoc priority support for escalations and expectation management for these requests. - Management of requests for VIP staff that fall into other support queues.
End-to-end management of VIP Requests and Incidents Support to Defence VIP members at SES3 level and above including Ministers and staff. - Co-ordination of Desktop Support staff to provide level 2 support to VIP members. - Management of VIP accounts - ICT Support to senior Defence staff during Senate Estimate hearings - ICT Co-ordination of change of cabinet and change of government support for incoming/outgoing Ministerial staff - ICT Co-ordination of change of Service Chief and Chief of Defence for incoming/outgoing staff - Project management for Defence ICT works in the ACT region. - ICT Customer feedback management for all other Defence Employees in the ACT region. - Management of Escalations and other high-priority requests for the ACT region.
Service Level Coordination of regional staff for delivery of desktop support services to Defence. - Constant monitoring of SLA levels for jobs in multiple regions (SA, NT, WA) across 2 networks. - Management of tickets to avoid SLA breaches. - Management of USB device approval for Defence network. - Managements of SLA's for VIP tickets in the ACT region.
1st level Service Desk Support to Department of Defence. - Liaise with clients to resolve IT issues via phone and e-mail. - First call fix ration higher than 65% - Troubleshoot issues related to user accounts, software and hardware. 2nd level Remote Desktop Support to Department of Defence. - Liaise with clients to resolve IT issues via phone and e-mail. - Troubleshoot issues related to user accounts and software. - Reflow permissions and reprofile accounts via Active Directory. 24x7 Watch - 12 Hour night support to local (Australian) and deployed civilian and military staff. - Support to software and accounts across 2 networks VIP Service Desk - VIP Phone support to SES1, SES2, SES3, Ministerial staff and Military equivalents. - Troubleshoot user accounts, software and hardware with higher expectations on customer service delivery.