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- Tasks: Manage IT incidents and support ticket resolution using Zendesk.
- Company: Join Route 101, a top-rated workplace partnering with industry leaders like Amazon and Zendesk.
- Benefits: Enjoy a competitive salary, 25 days leave, pension scheme, and private healthcare.
- Why this job: Be part of a dynamic team shaping customer engagement technology in the public sector.
- Qualifications: Experience in IT incident management and a solid understanding of IT or Telecoms environments.
- Other info: This role requires SC Clearance eligibility and is based in Bristol, 5 days a week.
The predicted salary is between 24000 - 30000 £ per year.
Do you have IT Support and Incident Management experience? Our key client, Route 101, has asked us to exclusively support them with hiring an Incident Manager to support on their latest and largest public sector contact centre implementation. Route 101 has been voted a "Great Place To Work" and partners with industry giants like Zendesk, Amazon, NICE, and Calabrio to help businesses build seamless customer connections using the latest contact centre technology.
Salary: £28,000-£33,000 per annum
Location: Bristol 5 days a week
No sponsorship provided, SC Clearance eligibility needed.
The role: This role will sit in the Support Team and focus on ticket management and resolution for their Zendesk ITSM tool. Key responsibilities include:
- Help prioritise tickets and workload with Engineers
- Timely ticket management, sharing updates/ progress reports with customers
- Continuous improvement of the ticketing management processes
- Trigger technical escalations where required
- Manage Major Incidents
- Run reports and trend analysis to share with Execs and customers.
What will help you succeed in this role?
- Experience in incident and problem management within an ITIL environment
- A good understanding of IT or Telecoms environments
- Strong stakeholder management
- Good at problem-solving and troubleshooting
The salary & benefits:
- Competitive salary of £28,000-£33,000 per annum
- 25 days annual leave (increasing to 30 days with tenure)
- Pension scheme: 5% employee + 4% employer (scaling up to 9% employee + 8% employer matched)
- Private healthcare
- Opportunities for professional development & career growth
Ready to join? Apply today with your CV and let’s chat! Be part of a team that’s shaping the future of customer engagement technology.
Locations
Incident Manager employer: Peaple Talent
Contact Detail:
Peaple Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager
✨Tip Number 1
Familiarise yourself with the Zendesk ITSM tool, as this is a key part of the role. Consider exploring online tutorials or forums to understand its functionalities and best practices, which will help you stand out during discussions.
✨Tip Number 2
Brush up on your ITIL knowledge, especially around incident and problem management. Being able to speak confidently about ITIL processes will demonstrate your expertise and show that you're well-prepared for the responsibilities of the role.
✨Tip Number 3
Network with professionals in the IT support and incident management field. Join relevant LinkedIn groups or attend local meetups to connect with others who may have insights or tips about working at Route 101 or similar companies.
✨Tip Number 4
Prepare examples of how you've successfully managed incidents in the past. Be ready to discuss specific situations where you prioritised tickets, resolved issues, or improved processes, as these real-life experiences will resonate well with the hiring team.
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your IT Support and Incident Management experience. Focus on relevant skills such as ticket management, problem-solving, and stakeholder management that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention your experience in an ITIL environment and how it relates to the responsibilities of the Incident Manager position.
Highlight Relevant Achievements: In both your CV and cover letter, include specific examples of past successes in incident management. Use metrics or outcomes to demonstrate your impact, such as improved ticket resolution times or successful major incident management.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the Incident Manager role.
How to prepare for a job interview at Peaple Talent
✨Showcase Your ITIL Knowledge
Make sure to highlight your experience with incident and problem management within an ITIL framework. Be prepared to discuss specific examples of how you've applied ITIL principles in previous roles.
✨Demonstrate Stakeholder Management Skills
Route 101 values strong stakeholder management, so come ready to share instances where you've effectively communicated with various stakeholders. Discuss how you prioritised their needs and managed expectations during incidents.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about your troubleshooting skills. Prepare to walk through a couple of real-life scenarios where you successfully resolved major incidents, detailing your thought process and the steps you took.
✨Familiarise Yourself with Zendesk
Since the role involves using the Zendesk ITSM tool, it would be beneficial to familiarise yourself with its features. If possible, try to gain hands-on experience or at least understand how ticket management works within the platform.
