At a Glance
- Tasks: Provide technical support and manage incidents for users, ensuring timely resolutions.
- Company: Join a leading tech firm focused on innovative IT solutions.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Dynamic team environment with opportunities to work on exciting projects.
- Why this job: Be the go-to person for solving tech issues and enhancing user experience.
- Qualifications: ITIL certification and strong communication skills are essential.
The predicted salary is between 35000 - 45000 € per year.
Candidate must be SC Cleared.
The Incident and Problem Management Analyst will be the first point of contact for providing technical support to the accounts designated users. Activities require a competent aptitude for working with applications, computer systems, and handheld devices, and to undertake analysis, diagnosis, and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.
Key responsibilities:
- Act as a point of contact for all Incidents and Problem Records.
- Monitor the incidents to ensure that the Service Level Agreements are respected.
- Identify, initiate, schedule, and conduct incident reviews.
- Ensure the closure of all resolved and end-user confirmed Incident records.
- Provide guidance to the Incident Process Coordinators.
- Set and chair bridge calls on Incidents, as per process.
- Possess working knowledge of other ITSM and SIAM processes and help if required.
- Coordinate with other SIAM, ITSM, and Business teams.
- Working knowledge of Safe and Agile DevOps methodology.
- Deliver and manage high standard communications across Customers and IT to ensure that Issues are dealt with by priority and customer needs, providing regular communications to Customers across the organisation.
- Co-ordinate with Service Desk and other teams in the identification of Major/High Incidents; manage these Incidents to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff, and Customers to ensure accurate and appropriate communications during these Incidents.
- Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, departments, hardware types etc. as instructed.
- Attend Customer meetings, review SLA performance, take part in new projects and represent the Service management viewpoint & input.
- Good interpersonal skills, people management skills, planning and organizing deliverables, and leadership acumen.
- Owning delivery to ensure the BAU deliverables are met with required Turn Around Time and required Quality.
- Experience with Knowledge in SLA Measurement, Reporting, and Major Incident Management.
- Responsibility for identifying Process Enhancement opportunities, prepare solution, estimation, get customer sign-off, and execution of the projects.
- Manage Problems to ensure that these are diagnosed, logged, and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff, and Customers to ensure accurate and appropriate communications during Problems.
- Call and chair Problem Review meetings following priority Incidents; issue a written Postmortem report to IT management; ensure Problem actions are completed in a timely manner.
- Customer Interface: delivering and managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organisation.
- Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
- BAU deliverables are met with required Turn Around Time and required Quality.
Key Skills/Knowledge:
- Must be ITIL certified or demonstrate strong knowledge - Essential.
- Responsible to meet Process SLAs and KPIs – Essential.
- Possess excellent soft skills, verbal and written communication skills – Essential.
- Ability to participate and lead, when needed, project meetings with the customer – Essential.
- Demonstrable customer management/service skills/proactivity.
- Experience of working within a busy first level service desk environment in Incident and Problem management role.
- Very good understanding and awareness of the ITIL Incident management process and procedures.
- Sound technical knowledge across the ITSM tools, applications including MS Office, Teams, etc.
- Decision maker with an operational viewpoint.
- Flexibility - Available to support on-call outside of business hours.
- Work with onsite & Offshore Team.
- Previous ITSM experience.
Locations
Incident and Problem Management Analyst in Cheshire, Warrington employer: Gazelle Global
As an Incident and Problem Management Analyst, you will thrive in a dynamic work environment that prioritises employee growth and development. Our company fosters a collaborative culture where your contributions are valued, and we offer comprehensive benefits including flexible working arrangements and ongoing training opportunities. Located in a vibrant area, you'll enjoy a supportive atmosphere that encourages innovation and teamwork, making it an excellent place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Incident and Problem Management Analyst in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for an Incident and Problem Management Analyst role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by brushing up on your ITIL knowledge and incident management processes. Practice common interview questions related to problem-solving and customer service. We want you to shine when it comes to showcasing your skills!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings that suit your skills in Incident and Problem Management. Tailor your approach to each company for better chances!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It keeps you fresh in their minds and demonstrates your proactive attitude, which is key in this field.
We think you need these skills to ace Incident and Problem Management Analyst in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Incident and Problem Management Analyst role. Highlight your ITIL certification, relevant experience, and any specific skills that match the job description. We want to see how you fit into our team!
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this role. Share your passion for incident management and problem-solving, and don’t forget to mention your experience with ITSM tools. This is your chance to shine!
Show Off Your Communication Skills:Since this role involves a lot of communication, make sure your application reflects your verbal and written communication skills. Use clear and concise language, and don’t hesitate to showcase examples of how you've effectively communicated in past roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Gazelle Global
✨Know Your ITIL Inside Out
Since the role requires strong knowledge of ITIL processes, make sure you brush up on your ITIL certification materials. Be ready to discuss how you've applied ITIL principles in past roles, especially in incident and problem management.
✨Demonstrate Your Communication Skills
This position involves a lot of communication with customers and IT teams. Prepare examples of how you've effectively communicated during incidents or problems in the past. Highlight your ability to keep stakeholders informed and manage expectations.
✨Showcase Your Analytical Skills
You'll need to analyse trends and recurring issues, so be prepared to discuss your experience with data analysis. Bring examples of how you've identified problems and implemented solutions based on your findings.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to incident management. Practice responding to scenarios where you need to prioritise incidents or lead a bridge call. This will show your problem-solving skills and ability to work under pressure.
