Incident & Problem Coordinator

5 months ago

Leeds, United Kingdom Bailie Group Full time

**About the CDS Technology team**:
We create and develop software that makes a difference to people’s lives. We work on projects that fit with the CDS core values of making a positive difference, and we feel good about our work.

Our hybrid working model is centred around a team delivery approach; meaning our people come first. Supporting each other to balance work and life is core to our success, so if it works for you and for the team we have a winning formula. We measure our successes by _what _we achieve in our working week, over when the work is done. Plus, with limited client site visits we really have adopted a flexible approach to project delivery which works for everyone.

**About the role**:
This role forms part of our Service Desk capability, managing Incidents, Requests & Problems in excess of 100 tickets per week, ensuring CDS provide a quality service where support tickets are managed in a timely manner to meet or exceed SLA’s.

**Responsibilities**:

- Responsible for co-ordinating Incidents, Requests and Problems across multiple clients, ensuring correct process and procedures are followed and Incidents, Requests and Problems are accurately recorded, updated, and resolved, wherever possible within agreed SLAs.
- Assess the priority of all Incident and Requests, based on impact and urgency.
- Performing triage steps to ensure the right information is gathered and that tickets are assigned to the most appropriate resolver group.
- Own and manage Incidents, Requests & Problems through an ITIL-based, ISO20000 certified lifecycle.
- Ensuring Incidents, Requests and Problems are updated effectively and in a timely manner so that customers are kept fully informed of progress, in accordance with applicable Service Management KPIs.
- Ability to lead technical discussions to derive positive outcomes for both the client and CDS.
- Monitor and manage alerts as part of the event management process.
- Co-ordination of Major Incidents, liaising between resolver teams, clients, and any other interested parties, ensuring regular Major Incident communications are sent.
- Create, prepare and distribute Incident and Problem Management documentation and communications including but not limited to:

- Major Incident Communications
- Local Work Instructions
- Major Incident Reports
- Root Cause Analysis
- Management Reports and Analysis
- Housekeeping and queue management of Incident and Problem records and their associated documentation within the service management toolset.
- Provide knowledge, support, and training to any relevant stakeholders.
- Identify opportunities and improvements for event monitoring.
- Ensure that customer service is consistently maintained.
- Monitor and analyse customer trends and feedback to identify opportunities for improvement.
- Interfacing with Change Management, Release Management, and Service Reporting processes.
- Assist in co-ordination of Incident and Problem records requiring Change or Release Management activities and associated transition to live.
- Contributing to Continual Service Improvement activities across the department and with customers.
- Maintain awareness of all contractual and ISO requirements to ensure compliance.
- Dealing with customer escalations as appropriate
- Other duties as reasonably requested.

**Requirements**:

- Minimum 2 years’ Service Management experience.
- Minimum 2 years’ Service Desk experience.
- Minimum ITIL V3 Foundation Certificate.
- Excellent communication and interpersonal skills.
- Strong analytic and Problem-solving skills (5 Whys, FMEA, Fault tree).

It would also be beneficial, but not essential to be/have
- ITIL 4 Foundation Certificate.
- Service Desk Institute (SDI) Management Certificate.
- Experienced in the support of Cloudflare.
- Experience in supporting Content Management systems.
- Experience in supporting Case Management systems.
- Experienced in Agile delivery.

**Vetting**:
Due to the nature of this role and the business, you will need to either currently hold UK Government clearance to a minimum of SC level and NPPV2 or be able to undergo and maintain this level of clearance.

**Hybrid & Homeworking**:
To ensure the health, safety & wellbeing of our employees we have minimum standards for homeworking environments which must be maintained. Further details available on request.

**Recruitment Agency Disclaimer**:
**In return we offer**:

- Attractive base salary
- 25 days holiday + public holidays
- Company pension and life assurance scheme
- Medicash health plan online GP access, support services & discounted gym membership
- Complimentary fruit, coffee, tea, and Friday drinks at the office
- Wellbeing events/services in Leeds office
- Cycle to work scheme
- Season pass loan for rail & bus travel
- A business focused on professional development and personal growth opportunities Smart, engaged co-workers and a culture of inclusion, innovation, and opportunity

**About CDS**:
CDS is an agency that enables str

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