|Job Ref:||R0011913||Employer:||Thales Group||Job Type:||Permanent||Country:||United Kingdom||County/State:||Yorkshire||City:||Doncaster||Address:||Post Code:||DN1||Post Date:||06/10/2016 22:01|
This role is a role for someone with great communication skills who is looking to develop a career
Primary Purpose of the Role:
To work within the Incident Management team, trend/incident analysis leading to proactive problem management, escalations and assisting the team with on-going incidents.
Change & Problem Manager
Incident and Problem Analysts
Key Responsibilities and Tasks:
To assist with managing all outstanding incidents and escalations, ensuring that these are referred to the correct resolution group (which can be internal or 3rd party suppliers)
Part of the escalation team for the Service Desk (for both Incidents and service Requests)
To assist the nominated Major Incident Manager in the case of a serious IT failure, working closely with the Problem Management function.
To provide support to Service Desk Analyst staff over the resolution of incidents, providing an escalation point for staff and for customers for all issues regarding incident management and service request management.
To provide assistance and proactive service in the diagnosis and resolution of all incidents, and service requests.
To develop and build customer relationships to ensure a high level of customer service and satisfaction.
To assist the Customer Service Delivery Manager in developing and expanding client services as defined in the agreed SLA.
Provide pro-active incident analysis – regularly reviewing incident records and analysing these to identify trends and to put measures in place to prevent these issues from occurring again. This activity will therefore:
prevent repeat issues affecting business users
maintain high availability of IT systems to our customers
reduce the number of incidents generated.
Provision of Management Information, including report production from the Service Now tool.
Provision of 2nd Level Triage support to Service Desk Analysts in the team, to aid problem diagnosis and escalation.
To assist in identifying and delivering service enhancement through the Continuous Service Improvement plan.
Collaborate with support teams across the UK Service Centre, Proximity teams and Application Management teams to investigate and assess the impact of issues within the production environment
Actively contribute towards the retention of ISO20000 accreditation for the UK Service Centre
Additionally the role involves;
Following up escalations to develop the lessons learned process
Identify and recommend process improvements, based on findings from the above
Work / Coach other teams and staff(3rd Line / 3rd Parties) to improve adherence to process
Key performance Indicators against Responsibilities and Tasks :
To co-ordinate Priority incidents through to resolution within SLA.
To aid the reduction of incidents (or user downtime) by the successful identification (and resolutions through the Problem Management team) of problem (noticeable through trending).
Number of priority incidents identified and resolved.
To assist in the reduction of the number of aged incidents outstanding over a 12 month period.
Excellent attention to detail and organisational skills
Excellent communication and customer service skills
Able to demonstrate a methodical approach to data analysis and problem solving
Customer focused attitude and desire to provide continual service improvements
The ability to multi-task, prioritise workloads effectively and be able to deal with a variety of tasks.
At least 2 years Service Desk experience, ideally in a multi-tiered enterprise environment supporting at least 4000 users.
At least 1 years previous Incident Management experience, including staff supervision / matrix management.
Worked within ITIL or process oriented Service Centre
Previous experience of ITIL-based Incident and/or Incident Management highly desirable
Previous experience of using Service Desk Tools, including SLA monitoring (CA Unicentre Service Desk a distinct advantage).
Thales Values & Behaviours:
Focus on Customers
Perform through teaming
Develop our people
ITIL Foundation certificate (V3)
To be a new key part of our Service team please apply below: