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Incident Analayst

  • Salary: £200 - £235 per day
  • Job type: Contract
  • Location: Cardiff
  • Sector: IT
  • Date posted: 26/06/2018
  • Job reference: J386930A

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Role: Incident Analyst

Duration: 3 months +

Location: Cardiff

Start date: ASAP

Rates are paying between £200-235

Skills and Qualifications:

  • To provide 1st and 2nd line incident management and request fulfilment on Loans IT applications and systems, ensuring a high standard of customer service is provided by the IT Service Desk
  • To make decisions regarding any necessary actions as a result of an incident. Ensure the incident is worked through to a satisfactory conclusion within SLA, and involving the Problem Manager where applicable
  • Ensure that all concerned parties are kept informed of progress and "state of play" at all times
  • Manage the lifecycle of all incidents referring calls to 3rd line support/maintenance providers where appropriate and act as liaison point and coordinator to ensure necessary action is taken and updates provided
  • Provide timely, accurate and effective communications around Service Operation issues to the business as well as colleagues

Service desk support:

  • Work on the Service Desk taking calls, logging emails and self-service requests on a shift rota basis between 07:00-22:00. Ensure all incidents, problems, service and change requests received are logged on Supportworks
  • To be aware of, and abide by, all IT governance procedures
  • Assign calls to the relevant 2nd/3rd line support teams in an accurate and timely manner, providing all relevant information to ensure a swift resolution
  • Provide a high standard of customer service and communication whether written or verbal to our customers
  • Flag improvement ideas that could be made to new and existing processes in support of our commitment to CSI (Continuous Service Improvement)

Risk and Control Objective:

All colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal client Policies and Policy Standards

Person Requirements

  • Ability to work both as part of a team and on an individual basis
  • Ability to work under pressure
  • Strong communication skills, both written and verbal
  • Good interpersonal skills
  • Flexible & organised


  • Some experience within the IT industry
  • Good knowledge of desktop and laptop hardware and software platforms
  • MS Windows operating systems and office applications
  • Previous experience working in a Service Desk/Helpdesk environment


  • Experience within the Financial Services industry
  • Some knowledge of Client Access applications as they relate to IBM AS/400 access
  • ITIL foundation level in Service Management
  • Qualified to MCP level or proven equivalent industry experience
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