Technical support Work, Jobs in Horsforth, Wyk (with Salaries)

Incident Management Analyst
Redcentric plc —Harrogate
- Full-time
- Hybrid work
- Analysis skills
- Presentation skills
- Organisational skills
Onsite Engineer
OCU Group —Leeds
- Full-time
- Continuous improvement
- In-person
- Communication skills
Quick apply
6d
System Administrator (Experienced)
V.A.C Media —Keighley
- Maintenance
Service Desk Manager - Enterprise Markets
Pragma —Bradford
- Customer service
- Presentation skills
- In-person
- Annual leave
- Employee discount
12d
Senior Service Desk Engineer
Zenzero Solutions —Leeds
- Azure
- Mentoring
- Training & development
Level 3 Support Analyst - AI Specialist
Anaplan —York
- Engineering
- English
- Master's degree
Quick apply
Level 2 Helpdesk Engineer
Uptime Solutions —Town
- Full-time
- Azure
- Computer Science
- Bachelor's degree
Service Desk Manager - Enterprise Markets
Gamma —Bradford
- Full-time
- Presentation skills
- In-person
- Leadership
- Annual leave
- Employee discount
Quick apply
13d
Client Services Analyst I
FIS Global —York
- Full-time
- Computer Science
- Writing skills
- Bachelor's degree
6d
Analyst II, Incident / Problem Management
FIS Global —York
- Full-time
- Computer Science
- Analysis skills
- Bachelor's degree
Maximo Operations Technician - UK & EMEA
Naviam —Leeds
- Computer literacy
- English
- Java
Quick apply
IT Support Engineer - North Region (6 month FTC Based York area)
Splendid Hospitality Group —York
- £35,000 - £38,500 a year
- Hybrid work
- Hospitality
- Computer Science
- Hotel
- Employee assistance programme
- Employee discount

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Technical Support Engineer
Scorpion Automotive —Chorley
Strong collaboration skills and the ability to work across development, IT, sales, and support teams. Provide Tier 2 technical support for AutoM8, diagnosing…
From £26,300 a year
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4d
Technical Support Engineer – Lab Informatics
Agilent Technologies LDA UK Limited —Cheadle
60% Office based/40% flexible location (Manchester) with requirements to travel abroad (training) and visit customers (installs, repairs, servicing) – approx.
13d

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Incident Management Analyst

Redcentric plc -
Harrogate

Apply Now

Job details

Permanent | Full-time

Qualifications

Incident queue management
IT service management
Ticket management
Incident reporting preparation
Technical support
Analysis skills
Presentation skills
Organisational skills
Customer support
Customer interaction
Communication skills
Time management
Analytics

Full job description

Vacancy Name

Incident Management Analyst

Vacancy No

VN663

Employment Type

Full-Time

Location

Harrogate

Type of Vacancy

Permanent

Job Description

Role Details

Job Title

Incident Management Analyst

Division

Customer Services

Job Location

Hybrid

Reports To

Service Desk & Incident Management Lead

Role
Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.
As Incident Management Analyst, you will ensure that Redcentric’s customers receive the best communication and service possible. It will be your job to ensure that support tickets are being managed correctly and within defined SLA parameters. Reporting into the Service Desk & Incident Management Lead, you will be responsible for daily aged ticket reporting, monitoring key customer accounts, bespoke communication processes, and the tools used to manage these activities.

Key Responsibilities and Tasks

Manage and proactively ensure timely and appropriate updates are communicated back to customers.
First level of incident escalation and working with resolver teams, suppliers, and the customer to manage the ticket to a satisfactory and quick outcome.
Part of the team assigned to performing monthly ticket and call Quality Checks for the Service Desk.
Provide training and guidance to Support teams regarding Incident Management processes.
Constant monitoring of ticket queues with particular emphasis on VIP and sensitive customer tickets.
Ensuring tickets are managed within defined SLA’s and preventing a breach of those.
Communicating and documenting new processes relevant to incident management.
Creation of customer request RFO (Reason for Outage) documents and Major Incident Reports.
Communicating and documenting new processes relevant to Incident Management.
Assisting the Service Desk Team Leader and Customer Services Manager to integrate new customers and processes into the current support infrastructure.
Play a key part in identifying new Problem Tickets and ensuring they have the appropriate ownership.
See a problem or opportunity, take ownership and act on it independently.
Adherence to Redcentric Solutions Limited ISO certification standards.

Desirable, but now essential, Qualifications

ITIL 4 Foundation qualified or above.

Key Skills & Competencies

Highly customer centric with a passion for providing excellent customer service.
Excellent telephone manner, good communication and presentation skills.
Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
Strong analytical skills.
Proactive and forward-thinking approach.
Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
An eye for detail, preventing any tickets from breaching SLA’s and the tenacity to ensure others adhere to processes.
A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
Excellent time management / organisational skills; being able to work well in critical or high-pressure situations.

Possible Progression Paths

Technical Support Analyst.
24/7 Technical Support Analyst.
Service Desk Team Leader.
Other Redcentric internal departments.

Hours of Work
The Company’s hours of work are from 9.00am - 5.30pm, Monday to Thursday and 9.00am until 3.30pm on Friday with one hour for lunch. However, Incident Management covers the hours between 8.00am – 5.30pm on rota, with one hour for lunch.
The shifts are currently:

Monday – Thursday: 8.00am – 4.30pm or 9.00am – 5.30pm
Friday: 8.00am – 2.30pm, 9.00am – 3.30pm or 11.00am – 5.30pm.

Please note, this is a hybrid role and therefore candidates should live within a reasonable commuting distance to Harrogate.

Apply Now

Refine Your Search

technical support jobs in horsforth, wyk

Incident Management Analyst

Onsite Engineer

System Administrator (Experienced)

Service Desk Manager - Enterprise Markets

Senior Service Desk Engineer

Level 3 Support Analyst - AI Specialist

Level 2 Helpdesk Engineer

Service Desk Manager - Enterprise Markets

Client Services Analyst I

Analyst II, Incident / Problem Management

Maximo Operations Technician - UK & EMEA

IT Support Engineer - North Region (6 month FTC Based York area)

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