Problem Analyst

We are looking for two Problem Analysts to join our Problem&Change Management team:

Description:

The key objective of the role is to ensure all events are actioned in an efficient and timely manner such that SLA targets are met and customers are satisfied.  The Problem Analyst will also proactively trend on all closed and open incidents, producing weekly reports and ensure that Problem registers are up to date.  The Problem Analyst will also assist managing high priority incidents through to resolution, liaising with Incident owners as required.  The role depends on close working relationships with resolving teams, whilst interfacing with customer support teams to minimise business disruption in the event of any unplanned downtime. The service consists of the following main duties:

• Proactively maintain effective communication to users relative to outstanding events.
• Produce Weekly/Monthly reports to the Problem Manager for delivery to the customer
• Obtain problem record updates
• Provide updated Problem Register weekly.
• Highlight issues with quality of logged incidents to the Service Desk Team Leader and advice of possible improvements.
• Highlight and escalate process failures to the Problem Manager.
• Incident trend analysis.
• Identification of service deficiencies
• To actively promote Information Security best practice within their areas of responsibility.

Requirements:

• Good English skills
• Communication skills
• Show Can – do – attitude
• Ownership and initiative
• Self-driven
• Analytical skills
• Good Interpersonal skills
• Good organizational skills
• Good ITIL understanding
• Intermediate Excel understanding
• Concepts of risk management, issue tracking, change management and requirements gathering
• Will be considered as advantages: Experience with Incident, Problem and Change Management, ITIL Foundation Certification and technical awareness.

We offer training and internationally recognized  certification for the job.