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    Rostering & Scheduling Coordinator - Sydney, Australia - REAL TIME AUSTRALIA

    REAL TIME AUSTRALIA
    REAL TIME AUSTRALIA Sydney, Australia

    5 days ago

    Default job background
    Contract or Temp
    Description
  • Must be Sydney based; Hybrid setup (WFH +Up to 2 days/week onsite)
  • Min. 12 months contract (w/ potential contract extension)
  • Approx $300-365/day (incl. super + laptop + training)
    • Are you interested in pursuing your career in the IT industry & working with the world's leading Cloud Software Company? Here's your chance to join a highly regarded Technical Support team & learn from Industry Experts.

    Our client is changing the way people work. They help modern enterprise operate faster and become more scalable than ever before.

    Position Overview:

    We are seeking a self-motivated Resource Management Representative who will be able to manage the queue of incident cases raised by local customers & direct them to the appropriate SME's in the Tech Support Delivery team.

    The RMR will be responsible for 2 Primary areas:
  • Assignment of incidents or cases to the support organization.
  • Workforce scheduling of support teams.
    • Duties include:
  • Act as the initial reviewer of arriving incidents for the determination of correct assignment group and categorization
  • Work with tools, other dispatchers, team leads, and managers to determine the best SME to handle the incident
  • Seek to evenly distribute the workload as well as allow for case assignments to meet SLA's
  • Monitor incoming queues and transfer queues for new incidents and incidents that need to be re-assigned
  • Schedule technical resources on the Company Workforce Management portal
  • Work with managers to build team schedules
    • Skills:
  • Has worked in a similar capacity within a Customer Service or Customer/IT Support environment
  • Previous experience working with Resource Automation systems or softwares
  • Familiarity with Rostering, Scheduling or Dispatch toolsets
  • Demonstrated knowledge of technical systems & environments
  • Experience with ITSM platforms would be an advantage (e.g Servicenow, Salesforce, Jira etc.)
  • Must be a multi-tasker with strong prioritization & negotiation skills
  • Strong English communication skills
    • Education:
  • Bachelor's degree in computer science or other relevant fields; or equivalent industry experience.
    • What awaits you: You can look forward to an exciting & innovative tech culture, state of the art facilities, very supportive environment, flexible WFH/Hybrid setup & the opportunity to learn from Industry experts.
    *Please Note: All candidates Must be local to AU & will need to be Perm Residents or Citizens
    Who we are:

    Real Time has been Australia's leading Tech Recruitment agency for 30 years, partnering with only the most exciting clients & projects in Australia

    APPLY below or email and we'll be in touch with you right away
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