Incident Analyst

Job description

Job title: Service Control Centre Analyst (SMSM09) Location : Bracknell: Our purpose is to make the world more sustainable by building trust in society through innovation. As a Service Control centre analyst you will contribute to this. Reporting to the Global Connectivity Service Control Team Lead, the primary objective of the Service Control Centre is to ensure adherence to Best Practice Incident handling within Resolver Groups through positive reinforcement and monitoring, therefore reducing impact to Global Connectivity contractual Key Performance Indicators Your role: - Follows and monitors established processes and recommends improvements to these as appropriate to resolve routine customer enquiries. - Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. - Utilises and inputs into standardised Policies, Processes and Procedures and ensures all documentation is up to date and valid. - Ensures the processes in place are aligned with the contractual requirements. - Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue. - Respo...