Incident Analyst

I’m interested



Job description

You will be

·         Ensuring ITIL processes are adhered to

·         Recording and responding to incidents and service requests from the business, suppliers and service teams within agreed operational and service levels

·         Following the defined current Service Desk, Incident and Request fulfilment processes

·         Implementing techniques of incident and problem matching to restore service quickly by applying known error workarounds

·         Retaining ownership of more serious issues, managing 3rd line support and external suppliers, keeping affected parties informed of status and progress

·         Taking ownership of assigned incidents providing clear jargon free communication as required to other service disciplines and business users

·         Initiating the required change process to implement agreed workarounds and raise the necessary requests for change

·         Producing statistics and reports as required

·         Maintaining a strong customer focus, managing expectations as required

·         Effective managing of 3rd party suppliers

·         Providing full incident closure details including root cause analysis

·         Aiding in diagnosing the cause of the incident through a structured process of investigation with internal and external support teams

·         Working closely with Technology colleagues to ensure incidents are resolved effectively as quickly as possible and to prevent root cause analysis

·         Forging strong relationships with BS colleagues and management and key stakeholders in the business

·         Maintaining a strong customer focus in everything you do

·         Providing support and guidance for all colleagues


We expect you to have

·         Min. 1 year of experience in application support and working within a support environment

·         Experience in working in ITIL aligned environments

·         Good supplier management skills to co-ordinate the support activities of internal and external support providers

·         Strong customer focus establishing effective relationships with key stakeholders and 3rd parties

·         Credible communicator and influencer, adapting style as appropriate

·         Proven problem solving and analysis skills

·         Ideally ITIL Foundation Certificate

·         Ideally a degree in an IT discipline or equivalent

·          Ideally a broad understanding of information systems and web technologies, specifically, UNIX, Apache, SQL and Microsoft Applications

·         Excellent English skills (both written and spoken)