Beschreibung
IT Incident Specialist (ITIL Certified)
IT Incident Specialist (ITIL Certified) is Urgently required for one of my clients in Munich, Germany for a long term position. You will be working with some of the most highly skilled candidatures within the organisation.
Skills:
*Provide regular incident bulletins to IT support staff concerning open incidents and service requests
*Develop, co-ordinate and promote incident management activities across the whole of IT and take responsibility for the effective functioning of the Incident Management processes across all support areas
*Provide expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution
* Actively monitor open Incidents to resolution.
*Enure effective and rapid response to Major Incidents.
*Provide status updates and communication with business.
*Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident management process
*Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
*Produce metrics for service performance both on a regular and an ad hoc basis
*Ensure regular reporting on key service performance and quality metrics
*Oversee and take ownership of customer escalations relating to IT service.
*Responsible for Problem analysis detection and logging.
*Responsible for ensuring solutions are applied appropriately to Problems and safeguards to ensure the solution does not cause further difficulties.
*Work with all stakeholders to identify root causes
Interviews taking place now!