Problem Coordinator - IT Service Desk

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Our client in Leicestershire is looking for a Problem Coordinator to join their IT Service Desk. The role is for an initial 12 month period on a fixed term basis with a likelihood of extension and a possibility to become permanent. The role will involve being both reactive and proactive to the problems that are arising on the IT service desk. The Problem Coordinator will be required to coordinate teams and challenge the technical team on issues that are arising, while liaising with senior management. In addition, the Problem Coordinator will proactively analyse the issues that are arising (mainly for reoccurring issues) and push forward with a solution to avoid future incidents. Duties will include:- Co-ordinating and managing rapid response to problems and major or complex incidents, ensuring that appropriate action is taken to investigate and resolve them- Maintaining up to date information on major problem resolution and ensuring that such incidents and problems are fully documented within the reporting system- Co-ordinating and driving investigations and proposals for changes and circumventions to future-proof the organisation- Analysing performance and trending information to identify optimum areas for root cause analysis which maximise efficiency and service quality The ideal candidate will have:

- The ability to articulate technical issues to a non-technical audience

- Proven significant problem management experience in a large ICT environment

- Experience of working with technical and professional staff to investigate and resolve problems

- Experience with performing and co-ordinating root cause analysis and trend analysis

- Understanding of network structures

- Working experience or general knowledge of the ITIL framework

- Problem solving skills with the emphasis on resolution of complex technical problems

- Demonstrated ability to quickly understand complex systems

- Experience of managerial duties

- Excellent communication skills