Incident Lifecycle Coordinator

Recruiter
Undisclosed Company
Location
Tyne and Wear, Newcastle upon Tyne
Salary
£16000 - £16500 per annum
Posted
25 Nov 2016
Closes
09 Dec 2016
Ref
GBR/
Sector
IT
Job Type
Permanent
Hours
Full-time
We have an exciting opportunity to recruit an Incident Lifecycle Coordinator for our Client based in Newcastle. The successful candidate will be responsible for the monitoring and tracking of incidents of through the Incident Management process, utilizing the IMPACT methodologies and collateral.

Key Responsibilities:
- Manage the incident lifecycle of any incident using the IMPACT solution
- Monitor for incidents and/or service requests that have fallen out of process or where there is a danger of breaching client agreed SLAs
- Monitor appropriate Incident Management logging systems for unassigned incidents, inactive or dormant incidents, and multiple reassignments
- Provide data analysis to determine and track root cause and actions taken to resolve
- Escalate issues within the appropriate timescales using the agreed escalation processes, and co-ordinate communication between relevant support teams
- Provide input into improve knowledge management databases, and process improvement initiatives
- Drive resolution of incidents to avoid SLA breaches and complaints related to the management of incidents
- Ensure all incidents are up to date in relation to status, progress, updates and flag repeated breaches to relevant workstream owner/supervisor
- Working with Incident, Problem and Change Management, analyse open incidents and service requests for trends in issues raised, and re-occurrences of problems

Essential Skills:
- Good communication skills at all levels, written and verbal
- Professional attitude and ability to encourage others to portray a professional attitude
- Ability to work under pressure and meet targets
- Good organisational skills and ability to prioritise workloads for self and others
- Stong analytical skills with the ability to make decisions based on data
- Highly customer focused
- Ability to manage conflict and resolve complaints
- Persuasion and influencing skills
- Ability to work within a virtual team

Essential Experience:
- An excellent understanding of the service desk environment

Essential Knowledge:
- Good general knowledge of IT
- Proficient in the use of Microsoft software packages
- Proficiency in the use of logging tools

Due to the business needs of this role SC security clearance is an essential requirement. If applicants do not currently have SC clearance they must have photographic ID in the form of a passport or driving license, that is in date and reflects the applicants current address.

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