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Incident Analyst

  • Ad Placed : 14 Jun 2019 10:12:30
  • Remuneration : PER MONTH
  • Employment Type : Full Time
  • Employment Level : Professional
  • Industry :
  • IT/Computer
  • Region : Western Cape / Cape Town
  • Company : Datafin IT Recruitment

DUTIES: Work within a process management team structure consisting of other ITIL disciplines such as Problem, Knowledge and Change Management. Assist and guide other team members where required. Contribute and identify process gaps and improvements. Review of all Incidents logged in relation to data quality (classification; prioritisation; ticket details; etc) & ensuring service quality is maintained. Continual review of all support engineer’s queues to ensure incidents progress towards resolution. Ensure compliance with published processes, guidelines, OLA’s and SLA’s. Effective complaint handling where required in accordance with set processes and procedures. REQUIREMENTS: Qualifications – ITIL Foundation Certified. Minimum of one Tier 2 ITIL Certifications. Experience/Skills – Experience in an Incident Manager role, ideally in a Managed Services Environment. Previous experience of working on or with an IT Service Desk and experience in a customer engagement role. Strong written/verbal English communication skills. Good MS Excel/reporting package experience. An appreciation for understanding how to deliver against service expectations (customer service). ATTRIBUTES: Natural organiser and process driven. Work well within a team. Professional phone manner and ability to match the customer’s style/level of communication.

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