Major Incident Manager

Key Accountabilities and Main Responsibilities

Operational Management

• Ticket triage / categorisation / prioritisation / assignment.
• Escalation of Major IT Incidents,
• AD user record currency, network Share access, account provisioning / termination
• Provide high quality customer service on inbound and outbound calls
• Provide efficient and effective query resolution by taking ownership for first call resolution
• Identify opportunities to provide information regarding other value-added services
• Participate in formal and informal team based training
• Adhere to all legislative requirements required for the role
• Ensure Service Level compliance for Incidents and Requests
• Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner
• Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered
• Maintain and improve on key Service Desk performance indicators
• Participation in quality development
• Active involvement in team and cultural change within the Service Desk team
• Other responsibilities as directed by the Manager or Team Leader, Service

Experience & Personal Attributes

• Experience working on a Service Desk - providing IT support
• Active Directory
• Service Now
• ITIL processes
• Strong written and verbal communication
• Strong customer service skills