ITIL Analyst
If you are an experienced ITIL Analyst with excellent communication skills and a passion for providing first class customer service we have a great new role we’d like to discuss with you.
Please note this role will require 5 days per week onsite in Nottingham.
The successful candidate will be responsible for the following:
- Act as a single point of contact for all Major Incidents from reporting to resolution, following the documented Major Incident Management process
- Ownership of internal and external communication during a Major Incident
- Creation of MIR reports and Problem records on Incident resolution
- Proactive analysis of Case data to identify Proactive Problem opportunities
- Management of Problems from creation through Root Cause Resolution and closure
- Ensure that all Changes to IT infrastructure are correctly submitted via Requests for Change, are reviewed, approved and implemented successfully without negative impact to existing IT Infrastructure and services
- Conduct impact analysis, assess change readiness and identify key stakeholders
- Work with the business to identify Knowledge gaps and create internal and public Knowledge articles
- Maintain internal and public Knowledge libraries through day to day & scheduled reviews
- Ensure all resources have a clear view of their roles and responsibilities and are working in line with company values
- Creating a team environment with an open communication culture
- Ownership of escalations and complaints undertaking full RCA and undertake the necessary actions
- Identify improvements to IT services, tools and processes used within Managed Services
- Ensure transfer of knowledge within appropriate teams is completed on introduction of new customers, services and technologies
Experience required:
- ITIL Foundation qualified (desirable)
- Excellent communication skills at all levels
- Organisational and time-management skills
- Proven decision-making skills
- Experience using Service Management tools
- Must be confident and comfortable communicating with management, customers and colleagues alike, being diplomatic and customer focused
- Ability to learn quickly and adapt to new technologies
- Strong Team player with flexible approach
- Ability to plan your own workload and take responsibility for it
- Confidence and ability to work on your own initiative
- Pro-active approach to decision making and problem-solving
- High levels of interpersonal and communication skills
- Extremely customer focused
- Work well under pressure, excellent time management, good team worker, ability to multi-task.
