Incident & Request Consultant

2 weeks ago


Leeds, United Kingdom Netcompany Full time

Company Description

Netcompany is a highly successful and fast-growing IT service company with 11 offices in five countries and over 3,000 employees, more than 350 of which are in the UK. Our vision is to become the leading challenger in the IT marketplace by accelerating digital transformation for public and private sector customers to support sustainable and strong societies, encourage social mobility, provide successful services and make better lives for citizens.

**Job Description**:
The role is primarily Leeds based however our Incident and Request Consultants are expected to work at our client locations as and when required.
- Good oral and written communication skills are essential to ensure all parties associated with the service maintain a clear understanding of the status of the service and associated tasks at all times.
- Be able to produce clear and concise written reports and information.
- Experience of working in a multi-provider environment would be advantageous.
- Strong attention to detail and the ability to maintain effective control over many tasks in parallel.
- BPSS or eligible for clearance.
- Be able to identify, track, produce bid material and deliver sales opportunities within the client base.
- ITIL Foundation level certification is highly desirable.
- previous experience within Incident/Request Management required.
- Good understanding of Service Management practices
- Experienced working in a fast paced ITIL aligned environment and demonstrate a passion for Customer Service and Continual Improvement.

**Qualifications**:

- Responsible for SLA KPI targets being met, ensuring that any team or supplier at risk of breaching SLA are informed and appropriate action plan is taken.
- Taking ownership of escalated Incidents/Requests, directing and facilitating resolution activity.
- Proficient use of ticketing toolsets including ServiceNow for effective Incident and Request queue management.
- Support the development of the Incident and Request Management processes and associated tools to meet the needs of the business.
- Production of trend and causal analysis for incidents, presenting findings and recommendations.
- Key stakeholder/customer management via telephone and face to face.
- Comprehensive daily, weekly and monthly reporting for Incident and Request Management.
- Documentation and ownership of the Incident and Request Management processes.
- Identify, document and implement improvements to the Incident and Request Management processes (CSI).
- Working with multiple suppliers
- End to end management of incidents and service requests.
- Key Stakeholder management.
- Supplier engagement/management within a SIAM environment including liaison with other Netcompany business units and support services.
- Liaising with and Management of 3rd party suppliers involved in the delivery of services within a multi-supplier, ITIL environment.
- Support the Service Improvement in transitioning IT Services to an ITIL 4 compliant and ISO20000 accredited service.
- Contribute to problem management, change management and knowledge management activities within the team, and undertaking Continual Improvements as a day to day activity

Additional Information

Netcompany has existed in the UK since the acquisition of the very successful IT company, Hunter Macdonald in October 2017. Netcompany is one of Northern Europe’s most successful IT Companies, with offices in Denmark, Norway and Poland, Holland, UK and Vietnam.

We are an entrepreneurial company and we’re looking for people who are excited by the challenge of doing things differently. Our culture builds on low bureaucracy with a strong focus on high agility and flexibility.

LI-JD1



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