Otdam So Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

Reporting to the Chief Information Officer, role of Manager, IT Planning and Governance is responsible for the strategic planning, governance and coordination of Information and Communication Technology (ICT) systems and applications across the Victorian Building Authority. These systems can range from internal applications used by staff or applications.

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

• Lead, coach, mentor and inspire a team of 23 Service Desk Analysts that support a user base of over 40,000 customers.
• Manage and co-ordinate Service Desk resources (roster, leave management, training and development).
• Provide daily, weekly and monthly statistical reporting of Service Desk performance.
• Act as an escalation point for any incidents arisen from the Service Desk.

Melbourne, Australia

• Member of the Networking team which managed over 2,000 networking devices throughout multiple states across Australia. A role blend of both technical and non-technical duties involving:
• Requirements gathering for Networking projects and initiatives.
• Create, develop and maintain business process documentation.
• Audit and validate Microsoft Visio flow charts and Networking maps.
• Manage client and stakeholder engagement during highly visible infrastructure… Show more Member of the Networking team which managed over 2,000 networking devices throughout multiple states across Australia. A role.
• Manage client and stakeholder engagement during highly visible infrastructure projects.

Melbourne, Australia

• Elevated to a Acting Team Lead role which entailed direct management of the Service Desk (maintaining rotating roster, providing an escalation point, ownership of processes). Service Desk team was responsible for.
• Motivate and inspire Help Desk employees.
• First point of contact for any Help Desk escalations/process improvements.
• Liaise with business unit leaders, capturing and acting on Service Desk enhancement… Show more Elevated to a Acting Team Lead role which entailed direct management of the Service Desk (maintaining rotating roster.
• Liaise with business unit leaders, capturing and acting on Service Desk enhancement opportunities.
• Developed and managed high level business reporting for the Service Desk team to senior management.

Docklands

• Seconded into the High Priority Incident Management team due to significant accomplishments in previous role. Daily duties included:
• First point of contact for any High Priority Incident for 2 of Victoria’s major utility companies (Jemena and AusNet).
• Provide 24/7 x 365 support for a total of 3,000 end users.
• Facilitate, chair and drive technical support meetings during High Priority Incidents, ensuring a clear path to resolution is always maintained.
• Concisely captured… Show more Seconded into the High Priority Incident Management team due to significant accomplishments in previous role. Daily duties included:
• Concisely captured and documented events that occurred during High Priority Incidents for management review. Show less

Docklands

• Analysing incident management processes and identifying issues and improvements in the entire process right from taking a call from the customer to issue resolution.
• Drafting flowcharts for improvised processes and aligning with end user scripts working in the customer service area.
• Provide remote support 2 companies with a combined user base of over 3,000 users.
• Consistently taking over 150 calls monthly in order to analyse real time experience of service desk… Show more
• Consistently taking over 150 calls monthly in order to analyse real time experience of service desk process
• Working in a team consisting of over 20 members. Show less

Blackburn, Victoria

• Audit, maintain and implement customer infrastructure.
• Escort and supervise clients within data centres.
• Translate business requirements into IT functions.
• Co-ordinate and schedule office relocations.
• Monitor and create backup procedures and notifications.

First point of contact in a fast paced environment. Directly liaising with customers and third parties on a day to day basis to resolve technical issues promptly and efficiently.