To ensure all incidents/events are actioned in an efficient and timely manner so that service level agreements are met and customers are satisfied . The Incident Event Coordinator will monitor and liaise with event owners as required and form a close working relationship with internal and external support teams to ensure impact to customers is minimal .
Duties will include:
Monitor and liaise with incident owners as required and throughout the life of an incident to ensure that actions to resolve the issue are completed within the service level agreement .
Proactively maintain effective communications to users relative to outstanding event .
Assign events to members of 1st and 2nd line service desk analysts .
Proactively monitor service desk incident resolution , analyse and highlight trends and root causes to the service desk team leader and/or relevant support teams .
Input relevant service desk procedures in line with the support operation .
Liaise with 3rd party suppliers to ensure processes are followed to ensure prompt resolution of events .
Work closely with major incident management team and ensure closure of incidents .
Incident trend analysis.
Identification of service deficiencies and feed into service improvement plan .
Support service assurance manager with toolset /process changes .
Skills , knowledge and experience :
Excellent customer service skills
Good organisational skills
General technical awareness of hardware and software desktop environments and corporate structures .
A driven , quality orientated nature with a ‘can-do’ attitude .
Excellent communication and interpersonal skills .