Level 18/1, Nicholson St, East Melbourne VIC 3002
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Job Ref: 46525

  • 3-months contract opportunity with view to convert into perm
  • Team is based out in Brisbane – Happy to consider candidates anywhere in Australia!
  • Rate ranges from $350/day – $380/day Incl super
  • Large Insurance & Healthcare Org

Job Description:

Job Purpose:

  • Responsible for providing the first point of call for business and IT service incidents and requests.
  • Ensure accurate and efficient recording, logging and allocation of customer reported incidents and requests.
  • Adopt and use agreed IS Service Management Processes, and ensure they are consistently applied to maintain high quality and efficient IT services are delivered across client.
  • Demonstrate a high level of technical knowledge and analytical approach to issues and problems, resulting in a high level of first call resolution and first level resolution
  • Ensure process is adhered to with respect to case management, system monitoring and escalations. Maintain and improve on key Service Desk and Service Centre performance indicators.
  • Participation in quality development and SME initiatives and contribute to continuous improvement.
  • Ensure effective delivery of agreed service levels and expectations, associated with calls, emails and outstanding cases, both when dealing the Incident and service requests.
  • Effective customer management, through setting and meeting expectations
  • Support the greater Service Centre team in the complete end to end service delivery.


  • Minimum 2-3 years of relevant experience in working within Service Desk environments.
  • Primarily responsible for providing the first point of call for business and IT service incidents and requests, including ongoing monitoring of systems and escalations.
  • Experience working within ITIL, Windows based, Active Directory environments will be an advantage.
  • Excellent customer service and phone skills.
  • Strong written and verbal communication skills.
  • Strong problem solving and stakeholder engagement skills.
  • Proven ability to multi-task and meet deadlines.
  • Demonstrated skills in process improvement and adoption.
  • Work in accordance with client Risk management and Compliance policies.

Other requirement/s:

The role requires a certain degree of flexibility to be available to work in full range of shifts, Monday to Friday, across the standard operating hours of 6am – 6pm (AEST), as well as participation in a rotating Saturday support roster as per business/team requirements.

How to apply:

Please apply using the link below or call Nick on 03 9034 5210 for further details. Applications closes based on the volume of applications received. Only short-listed candidates will be contacted.

Adaps is an equal opportunity employer that actively embraces diversity in its workforce through accurate community representation of gender, culture; thought and work arrangements.