ITIL Analyst

Location Nottingham

Contract Permanent

Salary £25-35k

Ref DH-34093-ITIL

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.

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