REF # 1906202

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Cape Town

Incident Analyst

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A meticulous & process-driven Incident Analyst is sought by a fast-paced UK Tech company to join its team at its Century City offices. Your core role will be managing incidents of multiple clients and platforms within the relevant metrics, ensuring exceptional communication and service levels. You need to be Certified in ITIL Foundation and a minimum of one Tier 2 ITIL, have experience in a similar role – preferably in a Managed Services Environment, have worked on an IT Service Desk & experience in a customer engagement role, able to distinguish between different IT technologies, Excel/reporting package experience & strong communication skills.



Work within a process management team structure consisting of other ITIL disciplines such as Problem, Knowledge and Change Management.

Assist and guide other team members where required.

Contribute and identify process gaps and improvements.

Review of all Incidents logged in relation to data quality (classification; prioritisation; ticket details; etc) & ensuring service quality is maintained.

Continual review of all support engineer’s queues to ensure incidents progress towards resolution.

Ensure compliance with published processes, guidelines, OLA’s and SLA’s.

Effective complaint handling where required in accordance with set processes and procedures.

Work with the various functions within suppliers/vendors to deliver end-to-end service to clients.

Identification and detection of possible Problems and raising them as Problem Records.

Identification and detection of possible business Critical Impacting Incidents, invoking and managing the Critical Incident Process including running Critical Incident meetings and provision of updates to the customer, Management and other stakeholders where required.

Input into the process, suggesting areas for improvement as part of Continuous Service Improvement.



Qualifications –

ITIL Foundation Certified.

Minimum of one Tier 2 ITIL Certifications.


Experience/Skills –

Experience in an Incident Manager role, ideally in a Managed Services Environment.

Previous experience of working on or with an IT Service Desk and experience in a customer engagement role.

Strong written/verbal English communication skills.

Good MS Excel/reporting package experience.

An appreciation for understanding how to deliver against service expectations (customer service).

Able to distinguish between different IT technologies.

Attention to detail (i.e. ticket data accuracy; identifying gaps in process).



Natural organiser and process driven.

Work well within a team.

Professional phone manner and ability to match the customer’s style/level of communication.

Write professional emails and document knowledge clearly and concisely.

Learn quickly.

Make quick and effective decisions.

Calm but positive and responsive under pressure.


While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.



When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Please e-mail a word copy of your CV to and mention the reference numbers of the jobs.


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