Renee Kerrison Email & Phone Number

Australia

Canberra, Australian Capital Territory, Australia

Cyber & Infrastructure Security Operations Division.

Cyber & Infrastructure Security Centre

Executive Assistant

Belconnen, Australian Capital Territory, Australia

Belconnen

•Provide level 2 support for Unisys service desk for access based queries•Operate as part of a team to achieve a centrally controlled and distributed enterprise-wide identity and access management capability for DIBP.•Administer access control for a range of departmental ICT systems•Management of user access controls for lower and software production environments.•System administration tasks such as: monitoring, fault diagnosis and problem resolution

Identity Access ManagementICT Infrastructure Operations, ICT DivisionIntelligence and Capability Group

• End user communication on system changes• Frontline support for CRM system issues • Identifying and reporting on the budgetary implications of IT projects and upgrades. • Implement ITIL framework on enterprise environment• Involved in the rollout of software updates and patches• IT security; including anti-virus / malware, encryption deployment • Provide feedback to development team• Provide training to staff, internal and external stakeholders• Test new CRM to prepare for transition stage• Troubleshoot, create and maintain websites for swimming clubs• Use of adobe Photoshop

• Action service desk queues, maintain and update tickets within SLAs• Administer quality assurance tests and present feedback to Service Desk Agents (SDAs)• Assign U-serve tickets to respective resolvers • Assist with short listing candidate’s for recruitment processes • Attend management meetings and provide input on sites development• Deliver one on one feedback sessions to Service Desk Agents • Document interactions with clients and escalate when necessary• Enter SDAs adherence into a database along with annual and sick leave • Facilitate with running of group interviews • Follow up and action escalations from a management role• Liaise with other members of the management and Procurement team • Manage team within the absence of the Team Leader • Monitor SDAs status’ and ensure all working efficiently and consistently• Provide coaching and assistance to SDAs• Responding to phone and email enquiries from clients• Support a range of software used by DIAC• Support Service Desk Agent’s with complex issues and enquiries• Work within guidelines to meet targets, e.g. Call times and adherence levels

• Answer telephone, transfer calls to relevant employee and take messages when required• Attend WHS meetings and raise any relevant issues • Enter daily banking using in-house computer software • Enter new vehicle information into in-house programs• Liaise with Volvo representative• Organise paperwork for registration of vehicles• Process delivery information for vehicles • Provide administrative support to all staff• Use online ordering systems