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Incident Coordinator

Eingestellt von Hays - Midlands

Gesuchte Skills: Engineer, Support

Projektbeschreibung

A local organisation to the Milton Keynes area are looking to recruit 2 Incident/Desktop coordinators to join their growing desktop support function.

The successful candidate will co-ordinate the fault jobs within a busy desktop support department dealing with circa 6000 users across a large multi departmental complex with strict SLA's and targets. You will be responsible for scheduling engineer's workloads, reviewing ticket queues to ensure priority jobs are prioritised. The successful candidate will also be responsible for monitoring engineer progress and performance, as well as informing the end user of engineer ETA's and progress. The role holder will also own several Daily/Weekly status reports showing the performance of engineers, teams and the performance.
Job Activities:

* Co-Ordinate Incident queues ensuring that engineers attend incidents in a timely fashion within the agreed SLA
* Update end users as to the ETA of an engineer/resolution to their incident via phone email and instant messaging
* Assign incidents to engineers based on geographical location and urgency
* Update and maintain notes within tickets
* Order/Trace parts etc. if required by engineers
* Co-Ordinate and instruct engineers and team leaders regarding the allocation of work
* Generate and maintain engineer/team performance reports
* Provide feedback and escalation to the senior management in charge of the IT Engineer team
* Be a point of escalation for the customer support / helpdesk team regarding tickets that are assigned to the engineers

Required Experience

* Have worked as an incident manager, incident allocator previously
* Have demonstrable experience of managing/understanding SLA's and Targets
* Have worked with an incident management system (Remedy, LANDesk, Heat, Service Manager, Service Alliance) previously
* Have worked in a co-ordination role where the allocation of work to engineers is a core aspect of the role

If you have experience working in a similar role and you are interested in this exciting opportunity then please send me your CV ASAP.Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Hays - Midlands