We’re a large scale systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 32,000 global network, we currently number 1,000 employees mainly in Canberra and Melbourne. We’re growing fast and are building a business that is focused and fit for the future. Change and innovation are central to the way we work, and we thrive when developing unique, practical solutions to seriously complex challenges.

Your new role

CP is a key ICT program with the Department of Defence to supply centralised processing services. The Event & Incident team are responsible for ensuring that all IT event and incident processes are effective in delivering restoration of normal service operations as soon as possible.  

Key activities include
    • Ensuring that event monitoring is conducted in line with appropriate treatment plans
    • Ensuring appropriate actions are taken place to reduce the amount of High Priority Incidents through event monitoring.
    • Working as a team to ensure Monitoring is effective
    • Ensuring accurate and meaningful handover of managed cases at shift handover
    • Ensuring all Incidents cases and records are accurately maintained and are of quality in content
    • Monitoring, management and reporting of areas of focus for multi service provider job queues
    • Participating in assessments of the maturity and effectiveness of the Incident processes.
    • Continuous improvement of Standard Operating Procedures (SOP’s) to assist in day to day running event and incident activity

About you and what you'll bring
    • Experience within an IT service desk environment
    • Ability to work in a team environment as well as autonomously in a professional environment.
    • Ability to assist in the resolution of conflict
    • Strong customer service focus with the ability to empathise as well as prioritise
    • Proven ability to deliver a quality client service, under direction
    • Ability to develop and maintain productive internal and external relationships, partnerships and networks

ITIL V3 Foundations qualifications will be highly regarded.

This role does require the successful applicant to be an Australian Citizen and hold a current Defence NV-2 security clearance .

Push your boundaries within a supportive culture and redefine what’s possible for our customers and your career.