• Acting as the standard bearer for the (ITSM) Incident Management system and contributing to the on-going improvement of service levels
• To lead the continual development and improvement of the support team with the emphasis on customer focus being a priority
• Taking a proactive approach with strategic customers to mitigate potential service issues
• Providing regular incident updates to the team and customers concerning open incidents
• Developing, co-ordinating and promoting incident management activities across the whole of Support and Development
• Taking responsibility for the effective functioning of the Incident Management processes across all support areas
• Providing expert advice to customers in the resolution of Incidents, including negotiation with customers, service support teams, and 3rd parties in order to resolve issues
• Managing the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line groups
• Ensuring effective and rapid response to Major Incidents
• Ensuring that any service breach is suitably recorded and described before it is closed
• Reviewing and recommending, as appropriate, changes to support processes to ensure continuous improvement of the incident management process
• Providing guidance on Incident Management to all support staff and assist in their training and knowledge development
• Reviewing and improving the accuracy and content of the Service Management System knowledge base
• Producing metrics for service performance and customer satisfaction both on a regular and an ad hoc basis
• Helping users and customers to know about the availability of services and the procedure for obtaining them.
• Maintain user and customer satisfaction through efficient and professional handling of all service requests
• Assist users and customers with general information, complaints, or comments.