Analyst Remote

4 weeks ago

Teignbridge Devon, United Kingdom National Highways Full time

An exciting opportunity has risen for an Incident Analyst to join our team at National Highways. This enables our Regional Operations Centres to successfully manage the strategic road network by using our services to operate roadside equipment, manage on-road resources and connect with our customers 24 hours a day, 365 days a year. The Incident Analyst is responsible for the analysis of event logs, incidents and problems including the identification of underlying issues, patterns, trends with technology. Maintains accurate and up to date incident information in ServiceNow.
Investigates, as far as practicable, the root-cause of issues – using expertise, performance data and knowledge articles. Triages and investigates incidents using remote diagnostics tools, implementing a first fix where possible.
Performing service validation and testing following resolution.
Maintenance and Response Contractor) in restoring services to operation by processing additional work tasks. Experience in quickly and efficiently analysing large volumes data
Experience of working with software tools, such as ServiceNow or similar, which support effective IT service management
Understanding of IT service and performance management processes and practices.
Previous service desk or incident management experience is desirable.
ITIL 4 foundation is desirable. 

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