Incident Management Analyst _ IT helpdesk role with ITIL certification

Incident Management Analyst _ IT helpdesk role with ITIL certification
San Antonio, TX


The Incident Management Analyst will support and provide a good analysis of an incident and/or a solution to it in order to restore the disturbed service as soon as possible. Oversee incident documentation, ensuring accuracy within RCA (Root cause analysis) and undertake an immediate effort to restore a failed IT application.

Responsibilities

Managing critical events, which includes; facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders,

Ensuring that our ITIL aligned Incident Management processes are followed so that event management is consistent throughout the organization & the Incident lifecycle.

Documenting all details related to Major Incidents; persons & teams engaged, service restoration activities, associated results, root cause results, preventative action items, for Problem Management.

Conducting after-action reviews & RCA (Root-cause-analysis) investigations with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team.

Working as part of a regional team to cover Major Incident response for the week this requires regular scheduling for after-hours on-call.

Participating as a member of the global team to coordinate seamless transition of active events across and between regions (follow the sun), and participate in and assist with communications, reporting, and follow up actions.

Skills


Must have

Required:

1+ year experience in Service Desk/Help Desk support

Experience using various computer applications including Microsoft Office suite

Excellent verbal and written communication skills

Strong troubleshooting skills Qualifications:

Calm under pressure.

Ability to prioritize competing demands.

Strong team player, with good analytical and problem-solving skills

Excellent oral and written communication skills

Nice to have

ITIL Foundations Certification a plus