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About the role
An exciting opportunity has arisen to join our Service Assurance team as an IT Incident Analyst. You will drive the adoption of the Incident Management process by ensuring incidents are resolved within agreed SLAs, providing incident reports and escalating any incidents that are critical in nature. The Incident Analyst will the perform daily management of the incident backlog through the effective collaboration with the Service Desk and resolver teams. This role will help develop a centralised information repository to enable the efficient identification and resolution of incidents across all priorities when they occur.
What you'll be doing
1. Management of the incident backlog, ensuring incidents are resolved within agreed SLAs.
2. Analyse incident data to identify trends and opportunities for improvement.
3. Ensure the quality of incident data meets specified requirements.
4. Point of ...