Associate Analyst, Incident Management

Location Letterkenny, Donegal
Job type Permanent
Salary Negotiable
Published about 1 year ago
Start date ASAP
Contact Steven Cinnamond
Job reference SC7_1558943729

Job description

Role: Associate Analyst, Incident Management (Circa. 11 Months)

Location: Letterkenny

Salary: TBC

Grafton Specialist recruitment has been retained to recruit an Associate Analyst, Incident Management for a leading Global company based in Letterkenny.

The role

Client is seeking an Analyst within their TISS division, working in an Incident Management capacity. Ideal candidate(s) will have strong working IT support experience & excellent communications (both written and verbal).

The Incident Analyst is responsible for the prioritisation, coordination and documentation of all incidents classified as Critical and acts as a single point of contact between the Service Desks, Support Groups / parties and the customer.


· Customer (Internal/External) Relationship Management as and if appropriate.

· Ensures customer satisfaction and optimum engagement relationships to build and maintain annuity business within the account.

· Deliver Critical incident management in line with the SLAs and deliverables - Incident Management process, through all stages if the incident lifecycle.

· Effectively manage Customer Service Level Agreements (SLA's) for all escalated incidents.

· Deliver escalated incident management in line with agreed support expectations.

· Manage all critical incidents (Priority 1) for All applications through to resolution.

· Clearly identify and document at case resolution, immediate fix, root cause if known or next steps for investigation and preventative actions to be taken.

· Identify operation Improvement

· Implements, adapts and improves operations to achieve SLAs.

· Effectively accesses internal resources to expedite solution-related activities or events

· Process Improvement

· Actively seeks out opportunities to improve business and operational processes/procedures.

· Risk Mitigation and management

Essential Criteria

  • Helpdesk experience working in a technical support role Tier 1 and Tier Two
  • Degree or Certificate in I.T. or related discipline is preferred
  • ITIL certifications
  • At least 1 to 2 years of call center customer care experience
  • At least 1 to 2 years' experience with effective problem solving and acute attention to detail
  • Escalation point for the team for any major technical issues/trouble shoot complex issues
  • System administration experience desirable
  • Detail oriented with strong time management and organisational skills and ability to adapt
  • Proven ability to work independently on multiple tasks with commitment and willingness to see issues through to resolution
  • Strong analytical thinking, attention to detail and customer focus
  • Self-starter with the desire to grow and excel in a dynamic environment

Desirable Criteria

  • Proven strong written and verbal communication and interpersonal skills
  • Proven ability to work well with technical and non-technical staff across numerous areas
  • Ability to multitask and manage priorities with little supervision
  • Must be able to remain focused and deliverable-oriented while working independently
  • Ability to adapt and respond to changes in environment and priorities
  • Ability to highlight and communicate the key components in a particular area
  • Ability to identify and provide training for the team on a gap analysis basis
  • Ability to lead, coordinate and manage projects
  • Suggest and implement Process Improvements and Innovatio

The Grafton Specialist Team is a dedicated division within Grafton Recruitment, focused on providing Permanent, Contract & Temporary staffing solutions across; Construction, Engineering, Accountancy & Finance, Health & Safety, HR, IT, Sales & Marketing, Manufacturing and Procurement.

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