2 of 2 Incident Management Jobs in Merseyside

world. We work with the companies that are Britain's economic engine - ambitious, entrepreneurially-spirited and high-growth businesses that fuel the economy - and directly advise the owners and management teams that lead them. We'll broaden your horizons To ensure our services and applications are fit for the modern market, our IT team collaborates with every department. They … Services team are operating within defined KPI and SLA targets. You will; Provide customer centred support adhering to BDO Quality and service level agreements. Provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements. Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support … issue/request, along with troubleshooting steps taken prior to escalating Provide first point of contact for any escalation for users throughout the business and external clients Effective Queue Management and Triage aligned to agreed KPI's. You'll be someone with: Essential: Customer Service Experience via phone call and emails Proven Experience of Incident Management Systems More ❯

steering groups Create roadmaps and document information accordingly Deliver clear, concise reports and presentations to senior leadership. Support the implementation/optimisation of business-critical software Change, release and incident management About You Proven experience as a Business Analyst in a large, complex organisation. Strong stakeholder engagement skills, with the ability to influence and communicate at all levels. More ❯