Service Restoration Coordinator

Undisclosed Company
Tyne and Wear, Newcastle upon Tyne
£16000 - £18000 per annum
14 Oct 2016
21 Oct 2016
Job Type
We have an exciting opportunity to recruit a Service Restoration Coordinator for our Client based in Newcastle. The successful candidate will be responsible for the monitoring and tracking of incidents of various severity levels through the Incident Management process, ensuring that all incidents are managed smoothly through the process and bottlenecks or stalled incidents are minimised.

Key Responsibilities:
- Manage the lifecycle of any incident within the Incident Management system, Ranging from Single user to Major incidents.
- Engage in management bridges for Critical Incidents throughout their lifecycle, providing updates and resolution to key stakeholders
- Provide Post Incident Reports to problem management and reporting teams
- Manage update timings for Critical Incidents to provide the best response rate possible
- Handle multiple Critical Incidents at one time, ensuring priority is correctly given to the correct incidents.
- Monitor incidents and service requests that have fallen out of process or where there is a danger of breaching the Client agreed SLA's
- Monitor the appropriate Incident Management logging systems for unassigned, inactive or dormant incidents
- Provide data analysis to determine and track root causes of incidents and the actions taken to resolve these as part of continuous improvement focus
- Escalate issues within appropriate timescales using agreed process and coordinate communication between relevant support teams
- Drive the 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 and updates and flag any repeated breaches to the relevant workstream owner/ supervisor
- Prepare material for management meetings
- Carry out requests from Operational Management to ensure SLA's are protected
- Provide rotation based on-call for Critical Incidents

Essential Skills:
- Good communication skills at all levels, written and verbal
- Professional attitude at all times
- Ability to work under pressure and meet targets
- Good organizational skills and the ability to prioritise workloads for both yourself and others
- Strong 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 team
- Flexibility within the workspace

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

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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