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Duties & Responsibilities: Monitor and liaise with incident owners as required, throughout the life of an incident to ensure that actions to resolve are completed within SLA. Proactively maintain effective communication to users relative to outstanding events Assign events to members of 1st line and 2nd line service desk analysts Proactively monitor service desk incident resolution, analyse and highlight trends and root causes to the Service Desk Team Leader and/or relevant support teams Input relevant Service Desk procedures in line with the support operation Liaise with the 3rd party suppliers to ensure processes are followed to ensure prompt resolution of events Work closely with Major Incident Management team and ensure closure of child incidents Highlight and escalate process failures to the Service Desk Team Leader Provision of enhanced supplier management Incident trend analysis Feed into Service Desk Service Improvement Plan Improved incident and communication quality Identification of service deficiencies Skills Required: ITIL Awareness Excellent organisation skills Excellent customer service General technical awareness of hardware and software desktop environments and corporate structures Professional and presentable at all times Ability to handle difficult and demanding customer environments Ability to work un-managed towards individual objectives associated with the role This role is on a monthly rolling maternity cover contract, Monday - Friday, 9:00 - 17:30.

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