Incident & Request Analyst

Company Description

Netcompany is leading the way in the next generation of IT consulting across Northern Europe, with a focus on strong client relationships, agility and guaranteed delivery. Our client’s satisfaction has been achieved by building true partnerships allowing us to fully understand their business and technology needs and deliver IT transformation projects with no technology bias and right first time. We achieve this through our outstanding people; individuals that are selected for their skills, cultural fit, passion and ambition to be the very best in the industry.

Netcompany continues to outperform the competition, winning and delivering multi-million pound programmes and services, offering a fantastic opportunity for our team to grow with us and carve out a challenging, successful and rewarding career.

Job Description

Our Service Management Practice delivers infrastructure support services to a significant number of clients, across multiple sectors. The current Service Delivery team is approximately 20 strong and offers prospective candidates with the opportunity for significant recognition, skills and technology exposure and career development and training across multiple business areas.

Operating a hybrid home working/office solution, the role is primarily Leeds based however our Incident and Request Analyst are expected to work at our client locations as and when required.

 

Key Responsibilities

Our Incident and Request Analyst are typically responsible for the end-to-end management of Incidents and Requests for one or more of our clients and also assisting with proactive Incident Management across our internal IT Services. The candidate will ensure that SLA/KPI targets are being achieved and the contracted scope of services are being delivered efficiently within an ITIL® framework. The candidate will ensure that highly effective communications and levels of understanding are maintained with the client and suppliers through regular and ad-hoc meetings.

• Responsible for SLA, KPI and OLA targets being met, ensuring that any team or supplier at risk of breaching SLA are informed and appropriate action plan is taken.
• Taking ownership of escalated Incidents and Requests, directing and facilitating resolution activity.
• Support the development of the Incident and Request Management processes and associated tools to meet the needs of the business.
• Liaise and collaborate with the internal Intelligent Service Desk to ensure quality of detail in tickets and requests.
• Liaise and collaborate with internal support teams to ensure the progression of tickets and requests.
• Produce clear and concise written reports and management information including comprehensive daily, weekly and monthly reporting for Incident and Request Management.
• Production of trend analysis for Requests and Incidents, presenting findings and recommendations.
• Providing key stakeholder/customer management via telephone, e-mail, Teams and face-to-face for P3 and P4 incidents.
• Documentation and ownership of the Incident and Request Management processes.
• Supplier engagement/management within a SIAM environment including liaison with other Netcompany business units and support services.
• Contribute to problem management, change management and knowledge management activities within the team.
• Liaising with and Management of 3rd party suppliers involved in the delivery of services within a multi-supplier, ITIL environment.
• Support the Service Improvement in transitioning IT Services to an ITIL 4 compliant and ISO20000 accredited service.
• During business-as-usual periods the candidate will be expected to actively initiate and pursue continual improvement tasks including identifying, documenting and implement improvements to the Incident and Request Management processes (CSI).
• Be able to review and contribute to bid responses and sales opportunities within the client base.

 

Qualifications

• Demonstrable experience within Incident/Request Management Practice required with end-to-end management of incidents and service requests.
• Proficient use of ticketing toolsets including ServiceNow for effective Incident and Request queue management.
• Self-motivation, flexibility, initiative, and integrity are required to ensure that our clients and the Netcompany management have a high degree of confidence in the candidate’s ability to efficiently deliver within the role with minimal intervention.
• Experience of working in a fast-paced ITIL aligned environment and demonstrate a passion for Customer Service and Continual Improvement.
• Good understanding of core ITIL Service Management practices within an Enterprise environment - ITIL Foundation level certification is highly desirable.
• The candidate must have experience of differing support models and be able to appraise these against defined SLAs, KPIs and OLAs
• The candidate must be delivery focused with a positive ‘can do’ attitude.
• Good oral and written communication skills are essential to ensure all parties associated with the service always have a clear understanding of the status of the service and associated tasks.
• Experience of working in a multi-provider or SIAM environment would be advantageous.
• Strong attention to detail and the ability to maintain effective control over many tasks in parallel.
• Experience in Key Stakeholder management

Additional Information

Essentials

• Must be willing to do UK based travel for projects.
• Must have the right to work in the UK

 

Netcompany has existed in the UK since the acquisition of the very successful IT company, Hunter Macdonald in October 2017. Netcompany is one of Northern Europe’s most successful IT Companies, with offices in Denmark, Norway and Poland, Holland, UK and Vietnam.

We are an entrepreneurial company and we’re looking for people who are excited by the challenge of doing things differently. Our culture builds on low bureaucracy with a strong focus on high agility and flexibility.

At Netcompany we believe that a diverse and inclusive workplace is central to our success, which is why all qualified candidates are invited to apply regardless of gender, sexual orientation, disability, age, religion and belief, ethnic background, nationality, gender identity or culture. We are committed to live out a culture where we provide equal opportunities for all.

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