Incident & Monitoring Analyst - ITIL

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Incident & Monitoring Analyst - ITIL

My client is seeking an Incident and Monitoring Analyst to provide Service Desk support, acting as a single point of contact between the business and the Incident and Monitoring function. As the Incident and Monitoring Analyst, you will provide high level support to users and customers of the IT Services. This role will specifically focus on customer support, analysis and diagnosis of Incidents and Problems, and staff requests for IT support and equipment.

The successful Incident and Monitoring Analyst will provide front-line technical support for all IT Services while completing the following accountabilities:-

*Log, categorise, prioritise Incidents and Problems to provide initial diagnosis and investigation and takes steps to restore service within agreed SLAs, escalating as necessary per established escalation polices.

*Monitor status of open Incidents and affected Configuration Items, progresses towards resolution.

*Detect possible problems, raises problem records and follows up with problem owners when necessary.

*Prevents the replication of problems across multiple systems.

As the Incident and Monitoring Analyst you will possess the following skills and experiences:-

*ITIL certified.

*Strong understanding of event management technologies, virtual and physical servers, replication technologies, networks, server databases and applications.

*Previous experience working in a multiple supplier environment.

*Stakeholder engagement.

To be considered, please forward your updated CV and Salary expectations to [email protected]

Incident & Monitoring Analyst - ITIL

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