2 of 2 Permanent Incident Management Jobs in Farnborough

subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations. You will lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining … single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders. Key Responsibilities Service Delivery & SLA Management Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded. Monitor ...

accurate, timely and compliant with contractual terms and agreed approval processes. Extract, validate and reconcile fixed and variable charge data from ITSM platforms, asset management systems, monitoring tools and other operational data sources. Maintain billing models, calculation methodologies and supporting evidence, ensuring charges are traceable to contractual terms … ITSM Data Analysis & Reporting Extract, transform and analyse data from enterprise ITSM platforms and operational systems to produce accurate service performance reports, dashboards and management information. Report on incidents, problems, changes, requests, assets, configuration items, service levels and other relevant operational measures. Develop and maintain reporting solutions using spreadsheets ...