Incident Manager - Telford - £30000

Nigel Frank International
£30,000 per annum
01 Aug 2017
31 Aug 2017
Contract Type
Full Time
Incident Manager - Telford - £30000

I Am currently looking for a Incident Manager to join a expanding helpdesk based out of the heart of Telford.

You will be responsible, for restoring and minimizing any impact business operations may have on the help desk. Also you be responsible for ensuring the best possible levels of service quality and availability are maintained.

key Skills and responsibilities:

* Driving the efficiency of incident management and making recommendations for improvement.
* Developing and maintaining the incident management systems.
* Undertaking Incident Management training.
* Reviewing and auditing the process.
* Driving Continual Service Improvement within the process.
* Establishing the adoption of Incident Management company-wide.
* Promoting Incident Management and building relationships with all stakeholders in the process in ensuring that all teams follow the incident management process for every incident.
* Continually monitor the Service Management Tool.
* Receive calls from the Service Desk receiving an advisory of an incident.
* Review incidents and understand business impact.
* Check work instructions detailing onward communication methods.
* Compile and send onward incident notifications via the agreed method and timing.
* Advise the relevant support area of incident and ensure that they are chased for regular updates.
* Peruse a plan to fix/work around where possible.
* Ensure that the Service Management Tool is updated on a regular basis and in a professional manner.
* Communicate with Third Parties where appropriate.
* Ensure that the resolution details are captured to assist with the timely completion of incident reports.
* Carry out detailed incident handovers where appropriate.
* Handling customer escalations.
* Working with Problem Management to identify incident trends.
* Assisting the CSI Team in undertaking improvement projects across the business.

For this role you will have a sound knowledge of the Incident Management Process, be qualified to at least ITIL Foundation Level and be able to demonstrate practical application of the following within an IT Service Desk environment.

Interested? apply now with your CV to now!

Nigel Frank International is acting as an Employment Agency in relation to this vacancy.