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  • Job Type: Permanent
    Location: Birmingham
    Job ID: 63547
    Company: SCC

    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 :

    ITIL awareness

    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 .