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Incident Management Process Analyst (Budapest) 
IT Services Hungary Kft.
Hozzáadva: 2017.12.23.
Hirdetés azonosító: 1003549
  • Performs the administrative tasks necessary to support activities within the Incident and Service Request process.  

  • Owns all Incidents and Service Requests throughout the lifecycle

  • Has an End-To-End view on all Incident and Service Request tickets

  • Ensures that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements

  • Monitors the incidents to ensure that the Service Level Agreements are respected

  • Identifies recorded Incident and Service Request that are not operating within defined KPI e.g. SLA at Risk, Ticket is aged or not updated

  • Undertakes escalation to the right level in the organization to ensure all effort are started to restore a failed IT Service as quickly as possible

  • Reviews and adjusts assignment of unresolved Incidents to appropriate Tier Support Group

  • Determines if an incident needs to be escalated according to priority and severity of issue

  • Escalates Incidents at risk of breaching Service Level Agreement

  • Escalates unresolved incidents to external support, e.g. Software and Hardware Vendors

  • Identifies Incidents for quality review

  • Escalates all process issues to the Incident Manager

  • University/ college degree

  • Fluency in English

  • 1-5 years relevant experience

  • Excellent problem solving and communication skills

  • System approach

  • Quick learner

  • Knowledge of Office tools

Application - IT Services Career Site

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