Incident Management Agent / Service Desk - STARTS ASAP

Global Technology Solutions Ltd
11 Jan 2018
12 Feb 2018
Contract Type
Full Time
A fantastic opportunity has arisen for an experienced Incident Management Agent / 2nd Line Service Desk Analyst to join a well establish IT company in Bracknell.

They client is looking for someone who can start asap due to rapid expansion. Working a 6 month contract initially and moving to permanent for the successful candiate.

The primary function of the Incident Management team is to ensure a consistent quality of service for the installation, maintenance and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of customer satisfaction.
The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user

To ensure the engineering workforce to provide the highest possible level of service to our customers as well as ensuring exceptional levels of communication with the customer and all internal stake holders.

Working hours: Monday-Friday 37.5 working hours per week. You may be required to be part of a Standby rota which you will be paid an extra allowance for. There is also the potential for overtime depending on business needs.

Essential skills/experience required;

* Demonstrable experience in a call centre ideally within an ITSM environment
* Excellent PC Skills - including Microsoft Word, Excel, Outlook and other office applications.
* Knowledge of standard IT related products. (PC's, Laptops, Printers
* Excellent verbal and written communication skills and ability to convey information clearly and effectively.
* Ability to effectively handle multiple tasks in a fast paced environment.
* Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
* Ability to resolve issues of conflict in a tactful and professional manner.
* Positive, self-motivated, enthusiastic and proactive.
* Organised, able to manage time effectively and prioritise tasks.
* Flexible and adaptable to meet changing business demands and working environments.

* Educated to A level standard or above.
* ITIL accredited - Foundation level.


* To own the SLA for all accounts assigned to them, proactively manage incidents and seek to resolve potential problems for particular calls, following predefined procedures.
* Have as strong awareness of contractual requirements and apply these to the work undertaken ensuring that the company's SLA attainment is maximised.
* Applying ITIL best practices to work undertaken.
* To provide support to any other area of the Service Desk as and when required.
* To execute internal escalation procedures whilst taking full ownership of the problem through to resolution. This includes applying the appropriate updates to internal and external systems throughout the lifecycle of the incident.
* To monitor and manage response times within Service Level Agreements (SLA) to ensure that contractual agreements are met.
* To provide support to any other area of the Service Desk as and when required.

Field Support & Utilisation:

* Act as a point of escalation for the field engineers in the event of any issues which impede the progression of any planned activities.
* To eradicate any scheduling white space by way of proactively re-evaluating any fixed or planned activities.
* To adhere to and demonstrate controls and disciplines applied in order to maximise utilisation of field resources.

If you have the above skills and experience please apply now.