IT Service & Incident Analyst II.
Location: Remote
Duration: 6+ Months
No C2C or 3rd Party
Only W2
Incident Management:
* Act as the first point of contact for incident reports and service requests via multiple channels (ticketing system, email, phone)
* Classify, prioritize, and escalate incidents based on impact and urgency
* Coordinate with IT teams and third-party vendors to ensure timely resolution of incidents
* Monitor and communicate incident progress, ensuring stakeholders are kept informed
Service Management:
* Track and manage service requests to ensure compliance with agreed Service Level Agreements (SLAs)
* Collaborate with teams to improve and optimize service delivery processes
* Provide input for the development and enhancement of IT service policies and procedures
Root Cause Analysis:
* Investigate recurring issues to identify trends and underlying problems
* Document and share root cause analysis findings with relevant teams
* Recommend preventive measures to reduce incident recurrence
* Generate and analyze incident and service request metrics to identify areas for improvement
* Maintain detailed records of incidents, actions taken, and resolutions
* Create and update knowledge base articles for recurring issues and solutions
User Support and Training:
* Assist end-users in resolving IT-related issues, providing excellent customer service
* Conduct training sessions or workshops to educate staff on IT best practices and tools
REQUIREMENTS:
* Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
* 2+ years of experience in IT service management or incident management roles
* Hands-on experience with IT Service Management (ITSM) tools (e.g. Salesforce, ServiceNow, Jira, or similar)
* Strong analytical and problem-solving skills
* Excellent communication and interpersonal abilities
* Proficiency in troubleshooting IT systems, applications, and networks
* Familiarity with ITIL framework and best practices
* Customer-focused mindset with a passion for delivering excellent service
* Ability to work under pressure and manage multiple priorities effectively
* Strong attention to detail and organizational skills
* Collaborative team player with a proactive approach to problem-solving
