Description
We require 2 x Incident Coordinators (SC Cleared) for an initial 10 month contract role based on a client site in Milton Keynes to start ASAP.
Essential skills/experience required:
Previous knowledge and use of helpdesk management software
Proficient in Windows O/S and their associated applications
An understanding of Service Level Agreements and their application
A commitment to service management best practise as defined by ITIL (BS15000)
Desirable:
Certification in service management best practise as defined by ITIL or experience of working in similar environments.
Able to put together management and technical reports with plans, costs and risk management
Able to work under pressure to achieve tight deadlines.
Role:
To provide day to day, incident management and if necessary major incident handling. To work with the customer, support staff and 3rd party suppliers to rectify the incident.
To notify the customer within ten (10) minutes of notification of the incident and then to provide hourly updates.
To ensure that end users are notified of progress as agreed with the customer.
To provide to the customer a major incident report within agreed time-scales of notification of the incident.
Incident management will include incident ownership, incident monitoring, incident tracking and incident communication to provide incident first response within agreed response time-scales. If the incident is a high priority then major incident handling procedures are invoked
To conduct post major incident reviews within agreed time-scales.
To manage and maintain Knowledge base articles.
Hours of work:
Normal hours are Monday to Friday during office hours ). The successful candidates will also be expected to be on call out of hours in the event of Major Incidents
Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.