Service Delivery Support Officer

at  Amana Living

Job no: 496665
Work type: Full time
Location: Perth CBD, Inner & Western Suburbs
Categories: Service Delivery Support Officer

THE ROLE

Reporting to the Service Delivery Support Specialist will manage and triage 1st and 2nd level incidents and requests as they occur, driving the resolution of problems over the longer term.
The Service Delivery Support Officer plays an active role in advancing Amana Living’s mission and supporting the organisation’s values. This role is offered on a permanent full-time in Subiaco Head Office.

KEY RESPONSIBILITIES:

• Manage and support key operational services
• Monitor, track, and provide timely resolutions to incidents /questions with a varying degree of complexity
• Manage individual and Teamwork queues
• Timely escalation of unresolved problems to escalation support
• Provide and maintain a consistent contact point for matters related to your assigned services, providing information and assistance internally and externally via Manage Engine
• Service the transition of new staff as they are on-boarded or additional services are added or removed
• Ensure transfer of knowledge to other staff to ensure systems are understood
• Track and co-ordinate IT related issues and open ticket logs via Manage Engine as we work towards their resolution
• Assist the Systems & Infrastructure Team where necessary to maintain a stable computing environment
• Assist in overseeing and facilitating the deployment of products aligned to the area of remit
• Work with partners and SMEs to ensure required input is injected into deployments
• Participate in reviewing changes, schedules, and impacts
• Assist in maintaining and managing Amana Living Asset register for the Service delivery team.
• Handle communication of outages and changes to staff and third parties