Incident Manager – Software vendorLocation: North WestIndustry: ITSalary: £40000 - £50000 per annum + Pension, Medical, GymPosted: 14/02/2024Description:Incident Manager, IT Ticketing System, ITIL, Service Desk Management, Product Support, SLA/KPI, External Customers, Stakeholder management, Software Delivery – Warrington – 50K* Are you an Incident Manager who is used to working in a challenging and busy support environment?* Are you ITIL trained?* Do you have experience in Incident management?Global tech client is looking for a Technical Incident Manager / Service Desk specialist to work in a hands-on capacity.Predominantly working through a ticketing system and allocating support issues to the various consultancy teams within an ITIL environment.Working closely with the Service Manager, you will play a crucial role in providing exceptional technical support and will be responsible for making sure that services are being seamlessly delivered to external customers. The ideal candidate will still be hands-on & technical from a product support perspective but also be involved in the day-to-day operations of the service desk. This is an opportunity to grow the service function within the overall business.A specific training plan is provided for all company products supported on the desk.Responsibilities:Resolving customer issues, incidents, and problems where feasible, through product knowledge and technical investigation.Develop trusted relationships with clients and stakeholders responsible for services.Ensure adherence to service management principles – ITIL led; Configuration management, problem management, change management, IT helpdesk function, release, and version control.Skills & Experience:5+ years' service desk/Incident management experienceWorking within a product support role alongside IT technicians and engineersExperience in utilising the ITIL framework in the delivery of IT services.Experience in overall infrastructure, desktop support, Microsoft & Office 365 suite (Outlook, Exchange, etc.).Previous experience of software delivery and/or delivering project services to multi-client environments.This role has a fantastic career path. There are plans for this role to grow and build a team.Salary on offer is up to 50K + Bens. Free parking onsite. This is an office-based role. No homeworking. Some flex around start and finish. Office based in the Warrington area, commutable from Wigan, Manchester, and Liverpool.Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.Recruiter: Jo BevingtonPhone: 0161 913 2621Email: ******
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