Description
Incident Analyst required to work with a large Government Department. This is an initial 6 month contract, inside IR35, £400 per day. This is a remote contract until further notice (offices based in London)
SC Cleared or eligible for SC Clearance required
As an Incident Analyst you will identify and progress incidents, and support with investigating and addressing users', incidents in a timely and professional manner, maintaining a clear focus on incident resolution throughout.
You will work closely with other DDAT technical support teams and a variety of suppliers to address issues and restore services within agreed service level agreements.
You will also get the opportunity to learn about the variety of delivery and support approaches in place including Agile delivery and DevOps.
Your main responsibilities will be:
*Supporting the effective management of technical incidents in line with incident management processes
*Reviewing and ensuring accurate information about technical incidents is captured and recorded in order to provide the relevant information to the appropriate DDAT support teams and to facilitate service and management reporting
*Providing a point of escalation for Service Desk team members
*Supporting the major incident review process: reviewing major incidents, documenting major incident reports and lessons learned in a timely manner; and ensuring identified actions are completed
*Providing stakeholders with updates on the status of technical incident, service requests and problems
*Regularly engaging with other DDAT teams and/or suppliers to resolve technical incident, service requests and problems in line with SLAs
You will also be expected to carry out the following day to day activities:
*proactively contributing to continual service improvement through the identification of incident management process and procedure improvements
*liaising with Problem Management to support root cause analysis activities
*producing and sharing reports and analysis on technical incidents as required
Common activities:
*supporting the onboarding of new/updated services as required, undertaking the necessary training to upskill in the support of the new services
*undertaking knowledge management activities: identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid
*sharing knowledge and expertise with others, coaching and supporting team members as required
*undertaking appropriate training for the role and seek to constantly improve performance through personal development
Essential Skills Required
*Understanding and/or experience of adhering to ITIL v3/v4 service management processes and procedures
*Good communication and interpersonal skills, with an ability to communicate effectively and professionally
*Ability to work as part of a team and to engage effectively with users, third-parties and suppliers
*Good analytical and problem-solving skills
*strong sense of ownership and drive to follow tasks through to completion
Desirable Skills Required
*Performing a similar role within the Civil Service or at other organisations
*Using a Service Management toolset to log and update service incidents
*Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model
Please apply should you meet the above criteria
Badenoch + Clark acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Badenoch + Clark UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Badenoch + Clark. Our Candidate Privacy Information Statement explains how we will use your information.