Description
Service Escalation Analyst6 months fixed term
£10 p/h
Derbyshire
I am looking for an experienced IT Service Team Leader / Escalation point to join a busy IT service desk in Derbyshire.
Responsibilities
- Be the first point of contact for internal escalations, responsible for ensuring analysts are working on the escalation and that the customer is updated at appropriate intervals.
- Be the first point of contact for vendor escalations, ensuring vendors are working on escalated cases and keeping the customer updated on progress.
- Report on and investigate why escalated tickets have breached SLA.
- Arrange and attend update calls with vendors to discuss escalated cases as required.
- Ensure escalated cases are on track to be resolved within SLA.
- Produce a weekly escalation report for Service Managers and Director Service Management and use the report to push Vendors to improve performance through these reporting metrics.
- Attend Major Incident Management meetings as and when required to help ensure Major Incidents are dealt with efficiently within SLA
Please send me your cv if interested in further details. Apologies if this role is not appropriate for you.
To find out more about Progressive Recruitment please visit www.progressiverecruitment.com