Incident Support Specialist

6 months ago

Manchester, United Kingdom Fournet Full time

In addition our Service Desk is developing as a technical T1 team and you will be tasked with 1st line management of incidents and move adds and changes with support from T2 & T3.

The pathway for this role is to develop and become one of our technical product specialists.

About Us:
FourNet is one of the fastest growing technology businesses in the UK; listed in the Sunday Times Tech Track 100 and the FT1000 Fast Track, we are recognised as the fastest organically growing business within our sector by Megabuyte. As one of the UK’s most successful cloud and managed services providers we have grown year on year for the last 17 years, have won multiple awards and work with some of the most secure, critical, and commercially driven organisations in the UK.

**Scope of responsibilities**
- FourNet Service Desk’s primary point of contact for assigned customers, ensuring effective communication between FourNet and its customers is maintained for service-related issues and requirements.
- Build strong customer relationships to ensure an excellent FourNet Service Desk experience for assigned customers and to maintain a FourNet Customer Satisfaction rate of >95% by ensuring SLAs and KPIs are achieved, preferably exceeded.
- Allocate new Service Desk cases to the relevant resource based on skillset, availability and priority of the case. Keep the customer updated through the full life cycle of the case.
- Escalate and maintain cases raised with support partners including regular updates to the customer.
- Assist the Service Desk Manager, Team Leader or Service Delivery Manager with major incident and problem management support to difficult, high profile customer issues.
- Proactive management of cases, following up with resolver groups to ensure case is managed through to a successful resolution, liaison with customer, management of third parties.
- Ensuring cases are updated every day and responded to within SLA and where appropriate resolution targets are met. Including management of engineers cases.
- Liaison with service delivery managers where contracts define penalty clauses.
- Building a rapport and an efficient support process with our suppliers and any other third party that may become involved in a case.
- Managed service reporting for high profile customer, this will involve;
- Creation of managed service report each month via PowerPoint
- Use of Virsae ESP - (this is our monitoring system, training provided)
- Trending on availability & capacity reporting
- Trending on cases and issues for the month
- Monitor and record all service desk alarms pro-actively. Complete trending and work on proactive management of your tier 1 customers.
- To act as a Major Incident Manager (MIM) in P1 and P2 scenarios

**Technical Profile**
- Strong Customer Service, Organisational and Strategic Planning Skills
- Previous Service Desk experience (desirable but not required)
- ITIL Foundation Certificate (beneficial but not necessary)
- Evidence of strong customer focus and passion for delivering service excellence and commitment

**Personal Attributes/Skills**
- A can-do attitude
- Excellent telephone manor
- Ability to meet strict deadlines
- Positive attitude when working under pressure
- Team player
- Problem solver
- Excellent communication skills - both written and oral

**Traits and Behaviour**
- Focus on customers - committed to providing the best service to our customers in all that they do
- Working Together - Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
- Can Do Attitude - Takes personal responsibility for getting things done
- Growth - Proactively seeks ways to improve and grow the business

**Job Types**: Full-time, Permanent

**Salary**: Up to £24,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in MANCHESTER

Reference ID: Incident Support Specialist

  • Incident Resolution Specialist

    2 hours ago

    Manchester, United Kingdom AJ Bell Management Limited Full time

    Incident Resolution SpecialistWe are seeking an experienced Incident Resolution Specialist to join our team at AJ Bell Management Limited. This role will involve taking ownership of Major Incidents and driving problem management to reduce business risk.About the Role:Take ownership of Major Incidents.Drive problem management to reduce business risk.Lead...

  • Incident and Problem Resolution Specialist

    1 month ago

    Manchester, United Kingdom Network Rail Full time

    At Network Rail, we're at the forefront of digital transformation in the railway industry. As an Incident and Problem Resolution Specialist, you'll play a crucial role in ensuring our services run smoothly and efficiently.About the RoleAs a key member of our Digital, Data, and Technology (DDaT) directorate, you'll be responsible for managing incidents and...

  • Specialist Support Worker

    6 months ago

    Manchester, United Kingdom Time Specialist Support Full time

    Time Specialist Support is looking for competent, passionate staff in the Manchester to work with autistic children and young people. The job entails supporting young people accessing social activities in the community and support is needed mainly for after school and weekends. **Job Type**: Part-time **Salary**: £11.00-£14.00 per hour Expected hours: 3...

  • Incident Management Specialist

    1 month ago

    Manchester, United Kingdom Cognizant Full time

    Incident Management Role at CognizantCognizant is seeking an experienced Incident Manager to join our Infrastructure Services practice. As an Incident Manager, you will play a critical role in ensuring the smooth operation of our IT infrastructure and cloud services.Key Responsibilities:Assess business impact and urgency, declare Major Incidents, and trigger...

  • Critical Incident Advisor

    6 months ago

    Manchester, United Kingdom Mitie Full time

    **Job Overview**: - Contract type: - Full Time (9 Month Contract) - Hours: 40 (Mon-Fri from 07:30AM - 16:30PM) - Location: Atlas Business Park, Pacific House, Simonsway, Wythenshawe, Manchester, Greater Manchester, England, M22 5PR Are you seeking a career Mitie TSOC? Look no further! We are recruiting for a dynamic and positive Critical Incident Advisor...

  • Major Incident Manager

    1 month ago

    Manchester, United Kingdom Cognizant Full time

    Excellent opportunity for an Incident Manager to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Major Incident Manager

    2 months ago

    Manchester, United Kingdom Cognizant Full time

    Excellent opportunity for an Incident Manager to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Major Incident Manager

    2 months ago

    Manchester, United Kingdom Cognizant Full time

    Excellent opportunity for an Incident Manager to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Incident & Problem Analyst

    3 months ago

    Manchester, United Kingdom Network Rail Full time

    Brief Description The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind...

  • Technical Support Specialist

    3 days ago

    Manchester, United Kingdom AJ Bell Management Limited Full time

    About the RoleWe are seeking a highly skilled Technical Support Specialist to join our IT Application Support Team. The successful candidate will be responsible for resolving system incidents reported via our Service Desk, ensuring that systems remain fully functional.This is a hands-on role that requires someone who thrives in investigating and analysing...

  • Cybersecurity Incident Response Manager

    23 hours ago

    Manchester, United Kingdom UBDS Full time

    Information Systems Protection SpecialistThe Information Systems Protection Specialist will oversee daily operations, protecting information systems by monitoring, detecting, responding to, and recovering from security incidents. You will lead a team of professionals responsible for implementing, managing, and continually developing information systems...

  • Major Incident Manager

    1 month ago

    Manchester Area, United Kingdom Cognizant Full time

    Excellent opportunity for an Incident Manager to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Major Incident Manager

    2 months ago

    Manchester Area, United Kingdom Cognizant Full time

    Excellent opportunity for an Incident Manager to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Major Incident Manager

    2 months ago

    Manchester Area, United Kingdom Cognizant Full time

    Excellent opportunity for an Incident Manager to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Head of Business Continuity and Major Incident

    5 months ago

    Manchester, United Kingdom Manchester Metropolitan University Full time

    Our estates professionals are involved with strategic asset management, business continuity, security, estates development and management. With a £400m estates investment plan, our team is passionate about transformation, sustainability and improving not only our campus but the contribution we make to our city. **Role and responsibilities**: - Collaborate...

  • Software Support Analyst

    4 days ago

    Manchester, United Kingdom AJ Bell Management Limited Full time

    Company OverviewAJ Bell Management Limited is a fast-moving company delivering a varied and rapid programme of change in the Technology Services department. The successful candidate will be part of a dynamic team responsible for ensuring that systems remain fully functional.Job DescriptionIncident resolution (including Major Incidents) of requests adhering...

  • Academic Support Specialist

    4 weeks ago

    Manchester, United Kingdom Meridian Business Support Full time

    Job Role: Academic Support SpecialistMeridian Business Support is working with an educational establishment that provides full-time education for pupils who are permanently excluded, at risk of permanent exclusion, or are otherwise unable to access a mainstream curriculum. The school aims to match provision closely to the needs of individual children and...

  • Technical Support Specialist

    1 month ago

    Manchester, United Kingdom AJ Bell Management Limited Full time

    Job SummaryWe are seeking a skilled Technical Support Specialist to join our IT Application Support Team. The successful candidate will be responsible for resolving system incidents, performing investigations, and ensuring system functionality.This is a hands-on role that requires a methodical approach to troubleshooting, with a focus on providing...

  • Residential Support Specialist

    1 day ago

    Manchester, United Kingdom BSC Education Limited Full time

    About the Position: BSC Education Limited is seeking a Residential Support Specialist to join our team. As a Residential Support Specialist, you will be responsible for supporting the welfare and safety of students living in our residential programs. This includes managing crisis situations, providing support and guidance to students, and collaborating with...

  • Learning Support Specialist

    4 weeks ago

    Manchester, United Kingdom Randstad Student Support Full time

    Randstad Student Support is seeking a qualified Learning Support Specialist to provide tailored study skills support to students with specific learning difficulties (SpLDs) at universities and colleges in Manchester.This hybrid role involves delivering both in-person and online sessions, requiring flexibility to accommodate student preferences.As a Learning...