This role can be based in either Crawley or Dudley

The processing and coordination of appropriate and timely responses to Major Incidents. This includes channelling requests for help to appropriate functions for resolution, monitoring resolution activity and keeping colleagues apprised of progress towards service restoration, and conducting Major Incident Reviews to identify next steps towards preventing future P1s.

Management of problem tickets throughout the process lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies, using the correct ITSM processes, to prevent future incidents.

Primary Responsibilities:

● Managing regional Incidents and Major Incidents in line with the Global Incident and Major Incident Processes

● Managing regional Problem Management in line with the Global Problem process

● Working with regional teams to facilitate the Incident and Problem Management processes

● Assists Global Process Owner with the governance, operation and best practice development of the Incident Management and Problem Management standards and processes

Requirements:

Preferably a minimum of 2 years experience of:

● Providing IT support to a complex customer base

● Diagnosing and resolving IT related support requests (hardware, software and applications)

PERSON PROFILE

● Using IT service management (ITSM) principles and best practices based on the ITIL framework

● Contributing to the improvement of service processes

● Experience with ITSM tool ServiceNow

● Experience using Google GSuite

Relevant Qualifications

● ITIL Foundation or higher (preferred)

● Service Desk Analyst – SDI (preferred)

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