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Problem / Incident Analyst

Experis LTD
Job LocationGlasgow
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

Job DescriptionJob Title: TG Incident / Problem Analyst About The Company is a non-profit making Government-owned organisation set up in 1989 to provide loans and grants to students in universities and colleges in the UK. They are responsible for student support delivery in the UK.We play a central role in supporting the higher education (HE) and further education (FE) sectors.We provide financial services (in the form of loans and grants) to over 1 million new and returning students annually, in colleges and universities across England, Northern Ireland, Scotland and Wales. We have 8.5 million customers and manage a loan book worth£177.9bn.Company MissionOur mission is to enable people to invest in their futures through further and higher education by providing trusted, transparent, flexible and accessible student finance services.Company VisionOur vision is to be widely recognised as enabling student opportunity and delivering an outstanding customer experience in the efficient delivery of our four shareholder governments further and higher education finance policies.Job DetailsOverview of department:This role resides in Infrastructure and Operations, one of 6 core Technology Group functions alongside: Customer Software Delivery, Business Software Delivery, Architecture, Security, and Technology Operations.It is accountable for the run of technology and its primary functions can be summarised as:

  • Platform engineering
  • Datacentre management
  • Networks (Voice and data)
  • Operations (command & control)
  • Service desk & support
  • Desktop & Mobility
  • Service Management
The Client have an exciting opportunity within our Technology Group (TG) for an Incident / Problem Analyst to support the Major Incident Manager in managing the resolution of major incidents and restoring service to operational services. Also, to support theProblem Manager in managing the control of the root causes of incidents caused by errors within the IT infrastructure. The Incident / Problem Analyst will ensure ITIL best practices is followed, preventing Problems and resulting Incidents from occurring, eliminatingrecurring incidents and minimising the impact of incidents that cannot be prevented.The main objective of this role is to support in the resolution of major incidents and facilitate a decrease in the volume and impact of incidents over time whilst working with colleagues across Technology Group to ensure root cause is understood and resolutionis implemented within the correct control framework.The Client offers a Blend working model which will typically be 2 days in the office and 3 days from home.

Keyskills :
1st line supportfloor walker

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