Job Advert - Incident Desk Analyst wanted (London)
Hi all,
This is a quick blog to advertise positions vacant at the company I work for, in my team as it happens.
Below is the Job Description. If you wish to apply, please send your CV to me at:
robert(dot)smith(at)redbeemedia(dot)com
Thank you.
Job Designation: Incident & Monitoring Desk Analyst
Base: Broadcast Centre
Grade: 5
Job Purpose
The Incident & Monitoring Desk Analyst’s role is to act as a linkage between a range of Stakeholder Groups serviced by Technology Support, the Resolver groups within the department itself, and a variety of third parties (some of whom are Suppliers and others are Clients of Red Bee Media).
Contacts (calls, emails) arrive with the Incident & Monitoring Desk, and the role of the Incident & Monitoring Desk Analyst is to log all Incident and Service Request contacts, and liaise between the relevant third party Suppliers & Clients, and internal Resolver groups, in order to affect a solution. The ECA Technical Managers provide a point of escalation if needed.
This role also has a second set of responsibilities relating to monitoring, primarily through the company’s monitoring platforms, but also through various discrete monitoring systems. Alarms raised by the monitoring platform are treated in a similar way to human contacts, and are routed to the relevant Resolver group, with any appropriate additional communication carried out.
The Incident & Monitoring Desk operates in the broadcast environment, providing a 365 days a year service operating between 0800 to 2000, including weekends and bank holidays. Analysts must be prepared and able to work on a rotational shift pattern covering a range of shifts, some of which will have early starts/late finishes. Rotas comply with the European Working Time Directive. Shifts may be varied according to operational need.
Reporting Lines and Key Relationships
The post holder reports to the Incident & Monitoring Desk Team Leader. They should build strong relationships with all Resolver groups serviced by the function, and should also aim to build strong relationships with Clients and Suppliers in order to affect speedy resolutions to incidents. This role is a vital communication function between a very diverse range of Resolvers, Stakeholders, Clients, and Suppliers. Strong relationships in all areas are paramount.
Key Accountabilities
• Monitor all alarm systems. Log all incidents and requests and pass to the appropriate Resolver groups.
• Monitor tickets against SLA timescales, prioritising tickets to facilitate resolution within the SLA timeframe where necessary.
• Receive incidents and requests via email, telephone, and personal visit. Log to a high standard of detail and accuracy, following all relevant processes and procedures. Pass to the appropriate Resolver groups.
• Build and maintain a broad knowledge of the business in order to deal effectively and efficiently with misrouted calls, always with a view to providing the best possible customer experience.
• Proactively alert the Technology Stakeholders where services or SLAs are being, or will be impacted. Provide frequent updates where appropriate.
• Communicate widely and frequently with all appropriate parties, including but not limited to the ECA Technical Managers and the Senior ECA Technical Manager.
• Provide the ECA Technical Managers with escalation information such that they can provide SMS text updates.
• Contribute and update the departmental Knowledgebase systems and documentation.
Person Specification
Experience & Knowledge
The post-holder should have:
• At least 2 years experience in a Service Desk environment either within Broadcasting ,or within a bespoke/niche technical environment
• An aptitude for technical systems, such as IT, Broadcasting, or Networking, in order to facilitate the logging and passing on of detailed technical information
• First class communication skills, including both written and oral abilities
• Experience with one or more Service Desk tools (e.g. Altiris or Symbox)
• Familiarity with a Windows office based environment, experience of Mac OS, and Linux based systems would also be helpful.
• Experience of working under pressure in a dynamic and fast moving technical environment
• Some knowledge and exposure to monitoring systems (eg Nagios, SNMPc, Inmon or Cacti)
• Strong administrative abilities with experience of working in a heavily procedurised environment
Skills and Behaviour
The post holder should exhibit:
• Some understanding and appreciation of a formalised service management approach (ITIL for example)
• Ability to remain cool and calm under pressure
• Good interpersonal skills with the ability to build relationships with a wide range of diverse stakeholders
• Able to cope with a high degree of change
• A clear ability to multi-task in a complex dynamic environment with regularly changing priorities
• Ability to prioritise
• Completer/finisher approach
• An organised approach to work
• Strong customer service ethos with the ability to view systems in terms of service provision rather than discrete technical components, and should see technology as a business enabler
• Strong ownership and sense of responsibility
• High levels of persuasion, persistence and determination, as well as the ability to influence and negotiate with people.
Competencies
Communication / Managing Relationships
Able to build and maintain effective working relationships across the business and with Customers and Suppliers.
Decision Making / Planning & Organising
Is ready and able to take initiative, originate action and be responsible for the consequences of decisions.
Is able to think ahead in order to establish an efficient and appropriate course of action for self and others. The ability to prioritise and plan, taking into account all the relevant issues and factors such as deadlines, staffing and resources.
Influencing & Persuading
Ability to present sound and well-reasoned arguments to convince others.
Change / Flexibility
Is open to change and responds flexibly to new challenges, shares and communicates the need for change, provides momentum and inspiration when driving change, involves others in building plans for change.
Administration/Documentation/Knowledge Sharing
Has strong administrative skills, keeps records up to date, and acts as a role model for other team members in this regard. Is a knowledge sharing champion within the department.
(A job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved).
This is a quick blog to advertise positions vacant at the company I work for, in my team as it happens.
Below is the Job Description. If you wish to apply, please send your CV to me at:
robert(dot)smith(at)redbeemedia(dot)com
Thank you.
Job Designation: Incident & Monitoring Desk Analyst
Base: Broadcast Centre
Grade: 5
Job Purpose
The Incident & Monitoring Desk Analyst’s role is to act as a linkage between a range of Stakeholder Groups serviced by Technology Support, the Resolver groups within the department itself, and a variety of third parties (some of whom are Suppliers and others are Clients of Red Bee Media).
Contacts (calls, emails) arrive with the Incident & Monitoring Desk, and the role of the Incident & Monitoring Desk Analyst is to log all Incident and Service Request contacts, and liaise between the relevant third party Suppliers & Clients, and internal Resolver groups, in order to affect a solution. The ECA Technical Managers provide a point of escalation if needed.
This role also has a second set of responsibilities relating to monitoring, primarily through the company’s monitoring platforms, but also through various discrete monitoring systems. Alarms raised by the monitoring platform are treated in a similar way to human contacts, and are routed to the relevant Resolver group, with any appropriate additional communication carried out.
The Incident & Monitoring Desk operates in the broadcast environment, providing a 365 days a year service operating between 0800 to 2000, including weekends and bank holidays. Analysts must be prepared and able to work on a rotational shift pattern covering a range of shifts, some of which will have early starts/late finishes. Rotas comply with the European Working Time Directive. Shifts may be varied according to operational need.
Reporting Lines and Key Relationships
The post holder reports to the Incident & Monitoring Desk Team Leader. They should build strong relationships with all Resolver groups serviced by the function, and should also aim to build strong relationships with Clients and Suppliers in order to affect speedy resolutions to incidents. This role is a vital communication function between a very diverse range of Resolvers, Stakeholders, Clients, and Suppliers. Strong relationships in all areas are paramount.
Key Accountabilities
• Monitor all alarm systems. Log all incidents and requests and pass to the appropriate Resolver groups.
• Monitor tickets against SLA timescales, prioritising tickets to facilitate resolution within the SLA timeframe where necessary.
• Receive incidents and requests via email, telephone, and personal visit. Log to a high standard of detail and accuracy, following all relevant processes and procedures. Pass to the appropriate Resolver groups.
• Build and maintain a broad knowledge of the business in order to deal effectively and efficiently with misrouted calls, always with a view to providing the best possible customer experience.
• Proactively alert the Technology Stakeholders where services or SLAs are being, or will be impacted. Provide frequent updates where appropriate.
• Communicate widely and frequently with all appropriate parties, including but not limited to the ECA Technical Managers and the Senior ECA Technical Manager.
• Provide the ECA Technical Managers with escalation information such that they can provide SMS text updates.
• Contribute and update the departmental Knowledgebase systems and documentation.
Person Specification
Experience & Knowledge
The post-holder should have:
• At least 2 years experience in a Service Desk environment either within Broadcasting ,or within a bespoke/niche technical environment
• An aptitude for technical systems, such as IT, Broadcasting, or Networking, in order to facilitate the logging and passing on of detailed technical information
• First class communication skills, including both written and oral abilities
• Experience with one or more Service Desk tools (e.g. Altiris or Symbox)
• Familiarity with a Windows office based environment, experience of Mac OS, and Linux based systems would also be helpful.
• Experience of working under pressure in a dynamic and fast moving technical environment
• Some knowledge and exposure to monitoring systems (eg Nagios, SNMPc, Inmon or Cacti)
• Strong administrative abilities with experience of working in a heavily procedurised environment
Skills and Behaviour
The post holder should exhibit:
• Some understanding and appreciation of a formalised service management approach (ITIL for example)
• Ability to remain cool and calm under pressure
• Good interpersonal skills with the ability to build relationships with a wide range of diverse stakeholders
• Able to cope with a high degree of change
• A clear ability to multi-task in a complex dynamic environment with regularly changing priorities
• Ability to prioritise
• Completer/finisher approach
• An organised approach to work
• Strong customer service ethos with the ability to view systems in terms of service provision rather than discrete technical components, and should see technology as a business enabler
• Strong ownership and sense of responsibility
• High levels of persuasion, persistence and determination, as well as the ability to influence and negotiate with people.
Competencies
Communication / Managing Relationships
Able to build and maintain effective working relationships across the business and with Customers and Suppliers.
Decision Making / Planning & Organising
Is ready and able to take initiative, originate action and be responsible for the consequences of decisions.
Is able to think ahead in order to establish an efficient and appropriate course of action for self and others. The ability to prioritise and plan, taking into account all the relevant issues and factors such as deadlines, staffing and resources.
Influencing & Persuading
Ability to present sound and well-reasoned arguments to convince others.
Change / Flexibility
Is open to change and responds flexibly to new challenges, shares and communicates the need for change, provides momentum and inspiration when driving change, involves others in building plans for change.
Administration/Documentation/Knowledge Sharing
Has strong administrative skills, keeps records up to date, and acts as a role model for other team members in this regard. Is a knowledge sharing champion within the department.
(A job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved).