ITIL - Incident / Problem Analyst - Service Delivery 35K

ITIL - Incident / Problem Analyst - Service Delivery 35K

Location: East Midlands

Industry: IT

Salary: £30000 - £35000 per annum + Bens

Posted: 21/02/2017

ITIL, Incident & Problem management, SLA/Ola, Service Desk, KPIs, IT Support - Global Software House - Nottingham 35K

Global Software House is looking for an ITIL Incident & Problem Management Analyst to work in a 24/7/365 Service Desk.

Role: The Incident and Problem Management Analyst is responsible for delivering excellent support services to customers and the UK based Service Team (24 x 7, 365 days per year). Ensuring that service levels are achieved in line with contracts and OLAs. The Problem Analyst (ITIL) is a member of the service desk team reporting to the Problem Manager. The key purpose of the role is to work closely with multiple resolving teams. The aim of the role is to minimise both the number and severity of incidents and potential problems for customers; reducing the adverse impact of incidents and problems that are caused by errors within the IT infrastructure/applications and to prevent reoccurrence of incidents related to these errors. Performing the management of both reactive root cause analysis and proactive trend analysis within IT.

Key Responsibilities & Qualifications

• ITIL experience
• Incident & problem management
• Working to SLA/Ola
• Ticket and work allocation to the resolving teams
• Identify and log issues
• Raise/escalate report queries, log, monitor, track known issues
• Review workarounds

Candidates of all ages and backgrounds will be considered for this role.