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An Incident Manager is required by a very large and successful business that is based near Richmond in Surrey. The role has arisen as part of a re-structure within IT and the need to align the IT Support function with the principles of the ITIL service management framework.
In this role, the primary responsibilities are to work under the guidance of the group Service Desk Manager to implement and define an incident management framework and internal Service Level Agreements. Thereafter, the role will be focused on the co-ordination of service desk resources that are split across a number of sites, the management of stakeholders / user community and ultimately to ensure that the Service Desk function is meeting its SLA’s.
Suitable candidates will need to have a very good knowldge of the incident management process, although not necessarily as a process owner. In addition, you will need some leadership experience and will have operated within a structured (ideally ITIL) service or helpdesk environment that supports an enterprise grade user community. Your leadership skills must include the ability to mentor others or utilise technical staff resources. You will need to be an exceptional communicator as you will often be in contact with the user community, including senior management.
In this role you will be required to occasionally provide technical support and manage major incidents – I.e. loss of network connectivity. As such, you will still need to have a very good knowledge of the mainstream Microsoft and associated network technologies that typical of an enterprise grade and multi-site environment.
• This role is based near Kingston, Surrey• The maximum available salary is £35,000 + Benefits
My client is a well-established and growing IT managed service provider in need of an experienced IT helpdesk analyst with some line management experience...