Junior Incident Intelligence Analyst

Discovery Limited; Johannesburg; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Discovery Health Systems in Johannesburg seeks a skilled Incident Management professional to handle incident tickets, perform trend analysis, and drive problem management efforts. You will coordinate with service desk and external teams to restore services promptly, and contribute to daily and monthly incident reporting.

The ideal candidate has 18 months of incident management or service desk experience, ITIL knowledge, and strong communication skills, supporting a fast-paced IT environment

Qualifications

• Matric - essential.
• 18 months’ experience in Incident Management or Service Desk environment.
• Process knowledge of Incident management and ITIL processes.
• Technical knowledge of Service desk monitoring and support tools.
• Telephone etiquette.

Responsibilities

• Receive a ticket related to an incident from the service desk and initiate Incident Management Process.
• Incident Analysis Board: analyse incident trends and liaise with external teams to determine root cause.
• Diagnose possible fixes/workaround, evaluate and eliminate possible causes.
• Evaluate recurring incidents to establish common trends/patterns.
• Initiate Problem Management Process where relevant.
• Create end-of-day summary report on incidents and contribute to the monthly area report.

Skills

Incident management

Analytical thinking

Time management

Stress management

Customer orientation

Problem analysis

Education

Matric

ITIL Foundation

ITIL Practitioner

Microsoft MAP

Tools

Service desk monitoring tools

Job description

Discovery Health Systems in Johannesburg seeks a skilled Incident Management professional to handle incident tickets, perform trend analysis, and drive problem management efforts. You will coordinate with service desk and external teams to restore services promptly, and contribute to daily and monthly incident reporting.

The ideal candidate has 18 months of incident management or service desk experience, ITIL knowledge, and strong communication skills, supporting a fast-paced IT environment