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Data Analyst ITIL

Manchester, Lancashire, United Kingdom, £ £ 26.66-26.66 Hourly Hourly, Temporary


Data Analyst (ITIL) - £26.66 per hour - 6 Months + Contract - Remote / Manchester


£26.66 Per Hour
Till February 2022 with extensions
Initially remote - Manchester base

  1. Analyse incident data to identify trends and potential areas for further investigation; initiating investigations where required. Manage other requests for information and new investigations when received or escalated to the Problem Management team.
  2. Assign all investigations with the correct priority to enable investigations to take place based on business impact and criticality.
  3. Drive root cause analysis and problem resolution through effective collaboration with the relevant subject matter experts and ITIL functions. Monitoring the implementation of agreed resolutions in liaison with the Service Desk, Configuration Management, Change and Asset Management functions ensuring that the problem has been resolved.
  4. Communicate existing investigations; available workarounds for unresolved problems/known errors; closure details to the appropriate audience.
  5. Confirm that existing problems and known errors in systems and services being brought into production are understood and managed in the same way as those arising from operational incidents.
  6. Build peer-to-peer relationships across ITSS and with Suppliers ensuring day to day issues are effectively communicated and escalated were appropriate.
  7. Develop and produce management information to communicate volumes of high severity incidents, problem trends, results and performance against service levels.
  8. Contribute at regular meetings to discuss team performance, outstanding issues, continuous improvement.

Support Managers across GBS with Incident Reviews/Problem Reviews/Service Reviews as required.


  • Foundation Certificate in IT Service Management
  • Excellent data analysis skills
  • Good written and verbal communication skills
  • Ability to take ownership and solve problems independently
  • Good organisational and prioritisation skills.
  • Capable of absorbing data from various sources and making accurate judgment based decisions.
  • Skilled in the use of incident and problem management tools for the recording, progressing and reporting of incidents
  • Knowledge of Service Management disciplines within the IT arena
  • Proficient in Problem Management and the use of appropriate tools
  • Good team worker with the ability to influence Senior Managers.


  • Practitioner Certificate in IT Service Management: Problem Management

Proficient in Time Management Techniques

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Job Details

Not Specified
Manchester, Lancashire, United Kingdom
£ £ 26.66-26.66 Hourly Hourly