Senior Service Desk Specialist (Incident Coordinator)

• Tracking open incidents and identifying any incident that requires increased focus to meet committed service level agreements (SLA’s)
• Escalate to Management per the SLA’s Monitoring with periodic management reports
• Ensure KPI’s are well defined for accuracy and well recorded via dashboards and reports.
• Following the owned by groups to get the incidents back on schedule, reviewing priority assessment and ticket validation
• Liaise with support team and business to gather accurate impact, incident resolution status and recovery action taken
• Identification and Engagement of appropriate support team for investigation, diagnosis and resolution of the incident
• Communication of Priority 1 and 2 incidents with relevant updates to Management with assessment and validation of incidents
• Report on updates with VIP/ELT tickets status to Management
• Review of re-occurring incident trends, high impact and escalated tickets with providing reports to Management
• Identifying and reporting on aged tickets, unassigned tickets, overdue requests and assigning resources.
• Assisting with Major Incident process to restore service and provide updates to relevant teams in the process
• Quality Intake assessments and analysis for improvements
• Proactive reports and task analysis
• Reviewing Feedback data, comments and analysis reports for Management
• Monitoring and reporting on problem tickets, association, ensuring incident records are fully updated prior to handoff to problem management
• Ensuring workarounds, tasks updates and communication of problems before closure of tickets.
• Monitor and reporting on change tickets follow-up and close out.
• Communicate impact of changes in ServiceNow with testing and feedback
• Execute supporting tasks to ensure data is archived for metrics purposes.
• Facilitate continuous improvement of the Incident Management process
• Drive the creation, documentation and improvement of procedures, guidelines, standards and templates.

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Preferred Qualifications

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