Incident Management Analyst
5 months ago
**Job Details: Incident Management Analyst**
Full details of the job.
Vacancy NameIncident Management Analyst Vacancy NoVN364 Employment TypeFull-Time LocationHarrogate Type of VacancyPermanent Job Description (external use)
**Role Details** **Job Title**Incident Management Analyst**Division**Customer Services**Job Location**Hybrid**Reports To**Incident Management Team Leader **Role**
Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.
As**Incident Management Analyst**, you will ensure that Redcentric's customers receive the best communication and service possible. It will be your job to ensure that support tickets are being managed correctly and within defined SLA parameters. Reporting into the **Incident Management Team Leader**, you will be responsible for daily aged ticket reporting, monitoring key customer accounts, bespoke communication processes, and the tools used to manage these activities.
**Key Responsibilities and Tasks**:
- Manage and proactively ensure timely and appropriate updates are communicated back to customers.
- First level of incident escalation and working with resolver teams, suppliers, and the customer to manage the ticket to a satisfactory and quick outcome.
- Part of the team assigned to performing monthly ticket and call Quality Checks for the Service Desk.
- Provide training and guidance to Support teams regarding Incident Management processes.
- Constant monitoring of ticket queues with particular emphasis on VIP and sensitive customer tickets.
- Ensuring tickets are managed within defined SLA's and preventing a breach of those.
- Communicating and documenting new processes relevant to incident management.
- Creation of customer request RFO (Reason for Outage) documents and Major Incident Reports.
- Communicating and documenting new processes relevant to Incident Management.
- Assisting the Service Desk Team Leader and Customer Services Manager to integrate new customers and processes into the current support infrastructure.
- Play a key part in identifying new Problem Tickets and ensuring they have the appropriate ownership.
- See a problem or opportunity, take ownership and act on it independently.
- Adherence to Redcentric Solutions Limited ISO certification standards.
**Desirable, but now essential, Qualifications**:
- ITIL 4 Foundation qualified or above.
**Key Skills & Competencies**:
- Highly customer centric with a passion for providing excellent customer service.
- Excellent telephone manner, good communication and presentation skills.
- Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
- Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
- Strong analytical skills.
- Proactive and forward-thinking approach.
- Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
- An eye for detail, preventing any tickets from breaching SLA's and the tenacity to ensure others adhere to processes.
- A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
- Excellent time management / organisational skills; being able to work well in critical or high-pressure situations.
**Possible Progression Paths**:
- Technical Support Analyst.
- 24/7 Technical Support Analyst.
- Service Desk Team Leader.
- Other Redcentric internal departments.
**Hours of Work**
The Company's hours of work are from 9.00am - 5.30pm, Monday to Thursday and 9.00am until 3.30pm on Friday with one hour for lunch.
However, Incident Management covers the hours between 8.00am - 5.30pm on rota, with one hour for lunch.
The shifts are currently:
- Monday - Thursday: 8.00am - 4.30pm or 9.00am - 5.30pm
- Friday: 8.00am - 2.30pm, 9.00am - 3.30pm or 11.00am - 5.30pm.
-
Service Desk Analyst
5 months ago
Harrogate, United Kingdom Emprego UK Full time**Job Details: Service Desk Analyst** Full details of the job. Vacancy NameService Desk Analyst Vacancy NoVN229 Employment TypeFull-Time LocationHarrogate Type of VacancyPermanent Job Description (external use) ***Role Details** **Job Title**Service Desk Analyst**Division**Customer Services - Service Desk**Job Location**Harrogate**Reports To**Service...
-
Service Desk Analyst
1 week ago
Harrogate, United Kingdom Redcentric Full timeJob Details: Service Desk AnalystFull details of the job.Vacancy NameService Desk AnalystVacancy NoVN495Employment TypeFull-TimeLocationHarrogateType of VacancyPermanentJob Description (external use)Role DetailsJob TitleService Desk AnalystDivisionCustomer Services - Service DeskJob LocationHarrogateReports ToService Desk Team LeaderPlease note, this...
-
Financial Analyst
3 weeks ago
Harrogate, North Yorkshire, United Kingdom Sharp Consultancy Full timeFinancial Analyst Role at Sharp ConsultancyWe are seeking a highly skilled Financial Analyst to join our team at Sharp Consultancy. As a Financial Analyst, you will be responsible for a variety of duties, including daily posting and reconciliation of bank transactions, generation of sales invoices, and production of monthly management accounts.Key...
-
Application Support Analyst
5 months ago
Harrogate, United Kingdom PIB Group Full timeThe Role: PIB Schemes & Affinities division are recruiting for a dynamic and experienced Application Support Analyst to join the Application Support Team. Reporting to the Application Support Manager, the Application Support Analyst role would suit someone looking to build on their IT/Application support experience while working for one of the UK’s...
-
Financial Analyst
3 weeks ago
Harrogate, North Yorkshire, United Kingdom Ardonagh Advisory Full timeFinancial Analyst RoleThis is an exciting opportunity to join our Finance team as a Financial Analyst. You will be responsible for preparing monthly management accounts, including profit and loss accounts, balance sheets, and supporting commentary.As a Financial Analyst, you will also be responsible for preparing monthly KPIs, posting and reviewing journal...
-
Financial Analyst
4 weeks ago
Harrogate, North Yorkshire, United Kingdom Search Full time £30,000Financial AnalystSearch Consultancy is partnering with a well-established business in Harrogate to find a detail-oriented and motivated Financial Analyst to join their finance team. The ideal candidate will support the management accounting function by assisting in the preparation of financial reports, budgets, and forecasts. This role is crucial in ensuring...
-
Broadcom Market Analyst
2 weeks ago
Harrogate, United Kingdom Arrow Electronics, Inc. Full timePosition:Broadcom Market AnalystJob Description:The employer: US group, world leader in its field listed on the NYSE, with a turnover of more than $25 billion operating in the new technologies sector. Presence in Europe in 24 countries divided into 7 regions. The framework: In the context of the Broadcom aggregator contracts, maintain market intelligence for...
-
Broadcom Market Analyst
2 weeks ago
Harrogate, United Kingdom Arrow Electronics, Inc. Full timePosition: Broadcom Market AnalystJob Description: The employer: US group, world leader in its field listed on the NYSE, with a turnover of more than $25 billion operating in the new technologies sector. Presence in Europe in 24 countries divided into 7 regions. The framework: In the context of the Broadcom aggregator contracts, maintain market...
-
Broadcom Market Analyst
2 weeks ago
Harrogate, United Kingdom Arrow Electronics, Inc. Full timePosition:Broadcom Market AnalystJob Description:The employer: US group, world leader in its field listed on the NYSE, with a turnover of more than $25 billion operating in the new technologies sector. Presence in Europe in 24 countries divided into 7 regions. The framework: In the context of the Broadcom aggregator contracts, maintain market intelligence for...
-
Broadcom Market Analyst
2 weeks ago
Harrogate, United Kingdom Arrow Electronics, Inc. Full timePosition:Broadcom Market AnalystJob Description:The employer: US group, world leader in its field listed on the NYSE, with a turnover of more than $25 billion operating in the new technologies sector. Presence in Europe in 24 countries divided into 7 regions. The framework: In the context of the Broadcom aggregator contracts, maintain market intelligence for...
-
Broadcom Market Analyst
4 days ago
Harrogate, United Kingdom Arrow Electronics, Inc. Full timePosition:Broadcom Market AnalystJob Description:The employer: US group, world leader in its field listed on the NYSE, with a turnover of more than $25 billion operating in the new technologies sector. Presence in Europe in 24 countries divided into 7 regions. The framework: In the context of the Broadcom aggregator contracts, maintain market intelligence for...
-
Broadcom Market Analyst
2 months ago
Harrogate, United Kingdom Arrow Electronics, Inc. Full timePosition:Broadcom Market AnalystJob Description:The employer: US group, world leader in its field listed on the NYSE, with a turnover of more than $25 billion operating in the new technologies sector. Presence in Europe in 24 countries divided into 7 regions. The framework: In the context of the Broadcom aggregator contracts, maintain market intelligence for...
-
Senior Financial Analyst
4 weeks ago
Harrogate, North Yorkshire, United Kingdom IPS Finance Full timebKey Responsibilities:/bbrbrAs a Senior Financial Analyst at IPS Finance, you will be responsible for the production of month-end management accounts, preparing investor reporting packs, and managing payroll and liaising with external payroll providers. You will also oversee accounts payable and receivable, improve internal processes and procedures, and...
-
Technical Support Analyst
5 months ago
Harrogate, United Kingdom Emprego UK Full time**Job Details: Technical Support Analyst - Cloud** Full details of the job. Vacancy NameTechnical Support Analyst - Cloud Vacancy NoVN341 Employment TypeFull-Time LocationHarrogate Type of VacancyPermanent Job Description (external use) Redcentric are looking for bright, enthusiastic individuals to join our 2nd Line Technical Support team based in...
-
Financial Analyst
3 weeks ago
Harrogate, North Yorkshire, United Kingdom IPS Finance Full timeAn exciting opportunity has arisen for a skilled Financial Analyst to join IPS Finance in Harrogate.You will be part of a successful and growing finance team, working alongside high-calibre individuals in a commercially focused business that invests in its staff and offers genuine career progression opportunities.Main duties of the role include:Production of...
-
Laboratory Analyst Intern
3 weeks ago
Harrogate, North Yorkshire, United Kingdom HAR Labcorp Early Development Laboratories Limited Full timeCompany Overview:HAR Labcorp Early Development Laboratories Limited is a leading organization in the field of laboratory analysis. We are committed to delivering high-quality results and providing a collaborative work environment for our team members.Job Summary:We are seeking a highly motivated and detail-oriented Laboratory Analyst Intern to join our...
-
Senior Financial Analyst
1 week ago
Harrogate, North Yorkshire, United Kingdom IPS Group Full timeKey Responsibilities:As a Senior Financial Analyst at IPS Group, you will be responsible for producing high-quality management accounts, preparing investor reporting packs, and managing payroll and accounts payable and receivable. Additionally, you will oversee the production of VAT returns and improve internal processes and procedures.Requirements:To...
-
Financial Analyst
3 weeks ago
Harrogate, North Yorkshire, United Kingdom Search Consultancy Full timeSearch Consultancy is partnering with a well-established business in Harrogate to find a detail-oriented and motivated Financial Analyst to support their finance team.The ideal candidate will assist in the preparation of financial reports, budgets, and forecasts, ensuring the financial health and efficiency of the organisation.Key responsibilities...
-
Laboratory Analyst Internship Opportunity
4 weeks ago
Harrogate, United Kingdom Labcorp Full timeCompany Overview:Labcorp is a leading global life sciences company that provides clinical laboratory services and drug development capabilities. Our mission is to improve health and improve lives across the globe. We are committed to harnessing science for human good and delivering innovative solutions to our customers.Global Internship Program:Labcorp is...
-
Laboratory Analyst
2 weeks ago
Harrogate, United Kingdom Pharmiweb Full timeDo you have a scientific degree and want to work in the scientific industry? Do you want to be a part of the world's leading drug development company? Are you looking for a role with training and career progression opportunities? Labcorp Drug Development is a global, world-leading Life Sciences Contract Research Organisation that provides dedicated and fully...