Incident Management Analyst

Incident Management Analyst
Harrogate / Hybrid
Up to £24,500

Role
The Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.

As Incident Management Analyst, you will ensure that customers receive the best communication and service possible. It will be your job to ensure that support tickets are being managed correctly and within defined SLA parameters. Reporting into the Incident Management Team Leader, you will be responsible for daily aged ticket reporting, monitoring key customer accounts, bespoke communication processes, and the tools used to manage these activities.

Key Responsibilities and Tasks

• Manage and proactively ensure timely and appropriate updates are communicated back to customers.
• First level of incident escalation and working with resolver teams, suppliers, and the customer to manage the ticket to a satisfactory and quick outcome.
• Part of the team assigned to performing monthly ticket and call Quality Checks for the Service Desk.
• Provide training and guidance to Support teams regarding Incident Management processes.
• Constant monitoring of ticket queues with particular emphasis on VIP and sensitive customer tickets.
• Ensuring tickets are managed within defined SLA’s and preventing a breach of those.
• Communicating and documenting new processes relevant to incident management.
• Creation of customer request RFO (Reason for Outage) documents and Major Incident Reports.
• Communicating and documenting new processes relevant to Incident Management.
• Assisting the Service Desk Team Leader and Customer Services Manager to integrate new customers and processes into the current support infrastructure.
• Play a key part in identifying new Problem Tickets and ensuring they have the appropriate ownership.
• See a problem or opportunity, take ownership and act on it independently.

Key Skills & Competencies

• Highly customer centric with a passion for providing excellent customer service.
• Excellent telephone manner, good communication and presentation skills.
• Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
• Strong interpersonal and communication skills tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
• Strong analytical skills.
• Proactive and forward-thinking approach.
• Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
• An eye for detail, preventing any tickets from breaching SLA’s and the tenacity to ensure others adhere to processes.
• A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
• Excellent time management / organisational skills being able to work well in critical or high-pressure situations.