Incident Coordinator Role

Recruiter
Spring Technology
Location
Buckinghamshire
Posted
10 Jan 2018
Closes
15 Feb 2018
Contract Type
Permanent
Hours
Full Time
Incident Coordinator

Contract

3 months initially

£15 an hour

Maintain operational coordination of the team including managing shifts, acting as a senior advisor to the team and handling quality compliance issues
Ensure incoming emails are promptly assigned to Service Desk Advisors for follow-up and their workload is balanced across the team
Ensure overall knowledge and procedures of the IT Helpline are captured, maintained, reviewed and available to the Helpline team and beyond
Provide initial coordination and communication of all major incidents, ensuring:
Initial symptoms are identified, documented and passed on to the relevant team for investigation
Any subsequent cases are linked to the correct parent case
The incident is communicated as per major incident communication guidelines
The major incident process is followed
Plan and deliver induction training on procedures for new starters and extended helpline
Identify patterns in incidents and highlight these for problem management purposes
Promote a work ethic of delivering excellent standards, resolving queries efficiently and effectively.
Deputise for the Service Desk Manager as appropriate.

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.