Analyst ii, incident / problem management Work, Jobs in Leeds, Eng (with Salaries)

Incident Management Analyst
Redcentric plc —Harrogate
- Full-time
- Hybrid work
- Analysis skills
- Presentation skills
- Organisational skills
IT Service Analyst
Jet2.com and Jet2holidays —Leeds
- Full-time
- Hybrid work
- Presentation skills
- Organisational skills
- Communication skills
Service Desk Analyst - Shared Services
Methods Business and Digital Technology —Leeds
- Weekend availability
- Hybrid work
- Analysis skills
- Scripting
- Communication skills
- Employee assistance programme
Quick apply
Analyst II, Incident / Problem Management
FIS Global —York
- Full-time
- Computer Science
- Analysis skills
- Bachelor's degree
Service Desk Analyst
wavenet —Wakefield
- Full-time
- Analysis skills
- Continuous improvement
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Security Analyst
Darkshield —York
- £40,000 - £60,000 a year
- Full-time
- Remote
- Analysis skills
- Communication skills
Quick apply
Digital (IT) Service Desk Analyst
West Yorkshire Police —Bradford
- £30,333 a year
- Full-time
- Hybrid work
- Maintenance
- Communication skills
- Annual leave
- Work from home
Quick apply
7d
Information Security Analyst
Sopra Steria —Leeds
- Up to £35,000 a year
- Hybrid work
- Analysis skills
- Travel
- Annual leave
11d
IT Service Desk Analyst
DFS —Doncaster
- Weekend availability
- Analysis skills
- In-person
- Leadership
- Employee assistance programme
- Employee discount
Quick apply
HR Systems Apprentice
Jet2.com and Jet2holidays —Leeds
- Full-time
- Hybrid work
- Maths
- Organisational skills
- Time management
- Employee discount
SOC Tier 1
Zenzero Solutions —Leeds
- Computer Science
- Windows
- Bachelor's degree
- Flexible schedule
12d
Administrator - IT Asset Management
Tetra Tech —Leeds
- £26,000 - £28,000 a year
- Full-time
- Communication skills
11d
Portfolio Management Analyst
Hiscox —York
- Full-time
- Hybrid work
- Continuous improvement
- Agile
- Communication skills
Service Desk Analyst
Card Factory —Wakefield
- £29,000 - £31,000 a year
- POS
- Communication skills
Infrastructure Operations Analyst
Maples Group - Legal Services —Leeds
- 12 hour shift
- Computer Science
- Customer service
- Bachelor's degree
- Health & wellbeing programme
- Life insurance
Procurement Co-ordinator
Roberts Mart & Co Ltd —Leeds
- Up to £40,000 a year
- Full-time
- Continuous improvement
- Quality control
- In-person
- Free parking
- Annual leave
Quick apply
13d
Service Desk Engineer - 3rd Line
TIEVA —Leeds
- £32,000 - £35,000 a year
- Full-time
- Analysis skills
- Continuous improvement
- Mentoring
- Annual leave
- Employee assistance programme
Quick apply
2nd Line IT Service Desk Technician
Blue Box IT —Penistone
- £27,000 - £31,000 a year
- Full-time
- Hybrid work
- English
- Analysis skills
- Travel
- Free parking
- Health & wellbeing programme
Quick apply
17h
IT Service Delivery Manager
Bradford Teaching Hospitals NHS Foundation Trust —Bradford
- £57,528 - £64,750 a year
- Full-time
- Budgeting
11d
Duty Manager - Leeds Bradford Airport
Unifi —Yeadon
- £14.82 an hour
- Weekend availability
- Team management
- Leadership
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply

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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

analyst ii, incident / problem management jobs in leeds, eng

Incident Management Analyst

IT Service Analyst

Service Desk Analyst - Shared Services

Analyst II, Incident / Problem Management

Service Desk Analyst

Security Analyst

Digital (IT) Service Desk Analyst

Information Security Analyst

IT Service Desk Analyst

HR Systems Apprentice

SOC Tier 1

Administrator - IT Asset Management

Portfolio Management Analyst

Service Desk Analyst

Infrastructure Operations Analyst

Procurement Co-ordinator

Service Desk Engineer - 3rd Line

2nd Line IT Service Desk Technician

IT Service Delivery Manager

Duty Manager - Leeds Bradford Airport

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