Incident Analyst — ITIL Incident Manager

Discovery; Sandton; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A health and life insurance firm in Sandton is looking for an Incident Analyst to manage and resolve incidents efficiently. Candidates should have a Matric qualification and ITIL Incident Management certification, along with at least 3 years of experience in Incident Management. This role requires analytical skills and proficiency in Microsoft Office, as well as familiarity with Service Desk Monitoring Tools. The firm promotes employment equity and encourages diverse applications.

Qualifications

• At least 3 years' experience in Incident Management.
• Familiar with all ITIL processes.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Confirm that a fix/work-around is implemented on the incident tickets.
• Identify issues from sets of tickets through trend analysis.
• Provide periodic reporting on incidents and Incident Reports for major outages.
• Create an end of day summary report on incidents.
• Review records produced by Junior team members and offer improvement recommendations.
• Adhere to standard operating procedures and policies.

Skills

Incident Management

Statistical analysis and reporting

Troubleshooting / problem analysis

MS Word

MS Excel

MS PowerPoint

MS Outlook

Education

Matric

ITIL Foundation Course or ITIL Incident Management Certification

Degree or Diploma in Information Technology

Tools

Service Desk Monitoring & Support Tools

Job description

A health and life insurance firm in Sandton is looking for an Incident Analyst to manage and resolve incidents efficiently. Candidates should have a Matric qualification and ITIL Incident Management certification, along with at least 3 years of experience in Incident Management. This role requires analytical skills and proficiency in Microsoft Office, as well as familiarity with Service Desk Monitoring Tools. The firm promotes employment equity and encourages diverse applications.