Service Desk Analyst - Incident Management - ITIL

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Service Desk Analyst / ITIL coordinator required for an IT Solutions Provider client of mine based in Peterborough.

Peterborough, Cambridgeshire

The role

  • Internal process development to enable delivery of the required service levels
  • Make recommendations on operational working practices
  • To create and or manage Change, Problems and Major Incidents to fruition
  • Providing daily, Weekly and Monthly performance reporting
  • To assist in manage Major Incident and Problem Records as per agreed contract and ensure that Service Levels are achieved
  • Managing high-risk service changes


  • Demonstrable understanding of the ITIL change management process
  • Exposure to ITIL working practices and Methodologies
  • ITIL Accredited
  • Innovative thinking, in terms of service quality and improvements within the boundaries of my client's limits (resource, budgetary, legal etc.)
  • Experience in producing reporting
  • The experience of using systems and applications e.g. Microsoft Office products - Word, Excel, PowerPoint, Outlook and Visio, ITSM toolset.
  • Understanding of Service Management Methodologies and best practice (desirable)

To be considered for this role please forward your CV to the link below.