Problem Management: manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.

Major Incident Management: co-ordinate with Service Desk and Incident coordinator in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.

Post Mortem Reviews: call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner.

Trend Analysis: produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved

Customer Interface: delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organisation; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, take part in new projects and represent the Service Centre viewpoint & input

Requirements:

• Demonstrable customer management / service skills
• Experience working within a busy first level service desk environment in a problem manager role
• Very good understanding and awareness of the ITIL Problem management process and procedures
• Strong individual with the ability to communicate and negotiate at all levels
• Solid organizational skills, the ability to motivate people across the organization to provide solutions is a plus
• Sound technical knowledge across the core supported applications base including MS Office, Lotus Notes
• Decision maker with a operational outlook
• Preferably educated to degree level or equivalent
• Experience working in a large organization
• Good interpersonal, communication and presentation skills