IT Incident Analyst Specialist

Job Details

Job Position – IT Incident Analyst Specialist

Company Name – Avanza Solutions

Experience: At least 5 years’ experience
Education: Computer Science / IT is essential
Employment Type: Contractual 12 months extendable
Joining time frame: 2 weeks (maximum 1 month)

Location: Riyadh, KSA

Job Role & Responsibilities:

–  Possess good understanding of information technology and business processes, in alignment with the ITIL best practice framework (especially Incident Management Process, Service Desk function and other interdependent processes)
– Carry out In-Depth Analysis of the Incident Tickets and present useful information in the form of reports/presentations.
–  Conduct Incidents Quality Audits, Incidents Data Analysis and Error Analysis.
–  Provide periodic and ad hoc performance data analysis reports
–  Perform Quality check on incidents and Call Recordings of Service Desk
–  IT Service Support department performance review
–  IT Service Support department projects management
–  Review OLA breaches, weaknesses and provide corrective action to improve the IT Support performance.
–  Ensure usage of knowledge base as per the best practice defined at COMPANY
–  Adherence & record maintenance to Internal and External QMS Audit Requirements.
–  Perform Arabization of Knowledge base documents
–  Continues enhancement for SD web services in line with COMPANY standards
–  Review, assist and update the SD processes, documentation and workflow process every six months.
–  Implement the COBIT and ITIL Incident Management Process and Procedures

Interested candidates are encouraged to apply at kashif.nazir@avanzasolutions.com. Do mention position in subject line

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