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 work environment with opportunities for career advancement.
- 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.
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 these Incidents to ensure that they are diagnosed and escalated to appropriate and consistent quality standards; coordinate 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.
- 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.
- 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.
- Responsibility for identifying Process Enhancement opportunities, prepare solution, estimation, get customer sign-off, and execution of the projects.
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.
Incident and Problem Management Analyst in Warrington employer: Gazelle Global
As an Incident and Problem Management Analyst, you will thrive in a dynamic work environment that prioritises collaboration and innovation. Our company offers comprehensive training and development opportunities, ensuring you can grow your skills while contributing to meaningful projects. With a strong commitment to employee well-being and a culture that values open communication, we provide a supportive atmosphere where your contributions are recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Incident and Problem Management Analyst in 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 lookout 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 those interviews! Brush up on your ITIL knowledge and be ready to discuss your experience with incident management. We recommend practising common interview questions related to problem-solving and customer service to show off your skills.
✨Tip Number 3
Don’t just apply anywhere; apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
✨Tip Number 4
Follow up after your interviews! A quick thank-you email can go a long way in making a lasting impression. It shows you’re keen and professional, which is exactly what we look for in a candidate.
We think you need these skills to ace Incident and Problem Management Analyst in 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 and any relevant experience in incident management. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. We love seeing enthusiasm and a personal touch, so let your personality come through!
Showcase Your Soft Skills:Since this role requires excellent communication and customer management skills, make sure to highlight these in your application. We want to know how you've successfully interacted with customers or resolved issues in the past!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and submit your materials!
How to prepare for a job interview at Gazelle Global
✨Know Your ITIL Inside Out
Since the role requires a strong understanding of ITIL processes, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially in incident and problem management.
✨Showcase Your Communication Skills
As this position involves liaising with various teams and customers, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated during incidents or escalations, highlighting your soft skills.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to incident management. Think through how you would handle specific incidents, including diagnosis, escalation, and communication strategies. This will demonstrate your problem-solving abilities.
✨Familiarise Yourself with Tools and Technologies
Get comfortable with the ITSM tools mentioned in the job description, like MS Office and Teams. If you have experience with similar tools, be prepared to discuss how you've used them to manage incidents and collaborate with teams.
