Incident and problem analyst

Incident and problem analyst

Duration - 6 Months

Location - Windsor / Manchester / Remote

Summary

My high-profile Utilities client is looking for an Incident and problem analyst to join their team Based at their Windsor offices (once a month on site) on an initial 6-month contract with chance of extensions.

Are you an experienced Incident and Problem Analyst looking for a new and exciting opportunity in the utilities industry? Our client, a leading organisation in the utilities sector, is seeking a skilled and motivated individual to join their Incident and Problem management function. As an Incident and Problem Analyst, you will play a crucial role in recovering service rapidly during high priority incidents, minimising business impact, and ensuring customer satisfaction.

The key accountabilities of the role include:

• Act as a member of the Incident and Problem management function, recovering service swiftly during high priority incidents and conducting root cause analysis to prevent future occurrences.
• Make clear and effective decisions to minimise business and customer impact, utilising recognised escalation routes when necessary.
• Provide leadership and coordination by engaging the necessary support, facilitating technical discussions, and creating robust action plans to restore service as quickly as possible.
• Ensure clear and regular communication to all stakeholders throughout the duration of an incident or problem.
• Document incidents thoroughly and accurately within the ITSM tool, ensuring a clear audit trail of activities and decisions.
• Undertake root cause analysis on problems, utilising problem-solving methodologies to drive investigations and implement preventive actions, while maintaining clear and regular communication with stakeholders.
• Proactively take action to prevent avoidable incidents, utilising alerting systems and incident trend information effectively.
• Contribute to a 24x7 coverage for incidents through participation in an "out of core hours" call-out rota.

To be successful in this role, you will bring:

• Experience in ITIL Service Support and Delivery processes.
• Prior experience in Incident or Problem Management within a large customer service organisation with a complex estate and stakeholder network.
• Working knowledge of ServiceNow or similar ITSM tools.
• Understanding of Service Management principles and experience in managing complex IS systems in a service-focused organisation.

Join an organisation that values teamwork, collaboration, and continuous improvement. Our client offers a dynamic and supportive work environment where your skills and expertise will be highly valued. As part of their team, you will have the opportunity to make a difference in minimising business impact and ensuring the utmost customer satisfaction.

If you are a passionate Incident and Problem Analyst seeking a new challenge, apply today with your updated resume. Join our client's organisation and take the next step in your career!

Note: Only shortlisted candidates will be contacted.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.