2 of 2 Ticket Management Jobs in Gloucestershire

need to be eligible for SC clearance for this role We are seeking an experienced ITIL Incident Manager to work within our Support Team; primarily focused on driving support ticket management and resolution on our Zendesk ITSM Tool. This role will cover incidents associated with all partner technologies utilised by Route 101 in the deployment of services to … an understanding and experience of working in a technical as well as an ITIL environment is sought. The role will involve updating customers and internal stakeholders, driving partners in ticket resolution and assisting engineers in queue management. The Incident manager will also be responsible for managing any Major Incidents driving them through to resolution while liaising with Customers. They … will also assist in defining and maintaining the Incident Management process, ensuring that it aligns with customer SLAs and provides the necessary governance around our approach to Service Management. Key responsibilities: Champion the ITIL Incident Management Process within the Service Management and Operations Organisation Work with engineers and run reports to identify priority tickets which determines the More ❯

service. Experience and Qualifications: Basic understanding of Ethernet, TCP/IP, DHCP, DNS, LAN, WAN, and VPN technologies. Knowledge of MS Client operating systems - Windows 11 & Teams. Experience with ticket management systems. Understanding of software licensing and hardware management. Exposure to remote support software. Proficiency with email and productivity tools such as MS Office 365, Office 2016, Office … attitude with a positive approach. Strong listening and empathy skills, adaptable to different customer needs. Problem-solving and diagnostic abilities. Flexible and adaptable to change. Good organizational and time management skills. Attention to detail and quality. Experience providing remote and in-person user support. Following your application, our experienced recruitment team will contact you. We are committed to Diversity More ❯