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The Information Technology Group (ITG) is responsible for:

    * Managing Macquarie's technology infrastructure
    * Supporting, maintaining and enhancing existing business systems
    * Delivering and deploying new systems, technologies and services

The Group provides each major business in Macquarie with a dedicated team that works closely with that business to understand its particular technology needs.

MGL as an organisation has a high reliance on technology in the execution of its business day-to-day. Therefore the availability of ICT systems and the resolution of faults is seen a critical by most Business Units.

A Key role in the management of Incidents (Faults or Service failures) is the Incident Analyst, who is responsible for the quality and accuracy of resolving Incidents.

Responisbilities Include:

    * Assist the Incident Manager with the day-to-day management of ITS Service related outages.
    * Ensure Incident Registration and updates are performed in Remedy.
    * Investigate Compliance and quality issues with Remedy Incident tickets.
    * Ensure proper classification of incident and control, tracking the progress of incident resolution
    * Follow-up on resource allocation of Technical Resources for fault resolution.
    * Prepare and Broadcast Formal Status Updates on Faults
    * Prepare Reports on Major Faults and Resolution as requested by the Incident Manager.
    * Liaise with Business Unit Representatives on Incidents
    * Perform analysis on open incidents for possible matching symptoms and similar occurrences to provide common solution in knowledge database
    * Identify and Recommend Incident Management Improvement Initiatives including Tools and Systems.

Skills and Experience:

    * 2 to 4 years + experience working in an IT related Service Industry
    * Knowledge and Experience in the Delivery of Services to Customers
    * Knowledge of the ITIL Framework
    * Understanding and Experience of Incident Management Process and Systems
    * Advanced User skill level for the Incident Management Toolkit
    * Remedy Application Power User (desirable)
    * Knowledge and use of Microsoft SharePoint
    * Knowledge of the Banks Business Units
    * Strong Written and Oral Communicator