Incident Analyst

Service Process Controller - Incident and Problem 

Location Bracknell or Solihull 

We are looking for a Service Process Controller for our Incident and Problem Management function, someone that can help build a positive relationship with delivery teams and our customer’s service desk team.

The role will involve you driving our service performance within our Fujitsu organisation and with our 3rd party partners, you will be involved in leading our response to the management of day-to-day Incidents and the escalation of Major service impacting Issues.

Can you be clear concise when engaging the customers, updating the customer efficiently in a prompt manner and own technical issues through to resolution.  

A standard day can include liaising directly with on-site engineers to assist them resolving faults, triage of Incidents to support a prompt resolution and be a key player in communications to the end customer. 

Reporting is a key requirement of the role as is the ability to take part in Incident reviews, workshops and problem-solving sessions, we would want you to develop an analytical approach to reducing demand and failure and thorough knowledge of the ITSM tool set Service Now will be required.

We need you to play your part in a high performing team developing a continuous improvement culture, strong on communication and teamwork, with focus on meeting and exceeding customer expectations providing great customer experiences.

Your experience

The core skills and experience required for this role are

• An understanding of the Incident and Problem Management processes and best practice procedures including Major Incident Management
• SLA Adherence to contractual obligations surrounding Incident management.
• Good verbal and written communications skills for engagement with internal, 3rd Party and customer stakeholders
• The ability to participate in problem solving sessions, Incident reviews, lessons learnt workshops
• A Continuous improvement motivation and analytical approach to reducing demand and failure

Your benefits: 

• 25 Days annual leave plus public holidays (3 flexible). 
• Pension – Double matching contributions of up to 10%. 
• Life assurance. 
• Companywide incentive plans. 
• Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more). 
• Perks at work – employee discounts. 
• Employee assistance programme/ virtual GP. 
• GymPass (Wellhub) – Access to a range of free and paid options for fitness and wellbeing. 

You can also view our family friendly policies here: https://www.fujitsu.com/uk/about/careers/ 

Recruitment process 

The recruitment process consists of a one stage interview.

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email [email protected] if you would like to apply through the Disability Confident Interview Scheme. 

Achieve together 

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer. 

We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.  

#LifeAtFujitsu #DNS

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Achieve together

We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do more and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full self to work. We call this Be Completely You.

We are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Women, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBT+ and a Stonewall Top 100 Employer.

We are people centric. This means we care about our people (and their families) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.

We want you to thrive. If working for a progressive organization, with an active people-led Inclusive Community, demonstrating our commitment to diversity, equity and inclusion and equity, you belong at Fujitsu.

#LifeatFujitsu

Fujitsu employs over 7,000 people in the UK, who are passionate about delivering excellent service to our customers every day. Not only this, but our people live and breathe our global purpose to make the world more sustainable by building trust in society through innovation - that's about seeing the value technology can create for customers today and in the future - and making it real.

Fujitsu has been a key player in the UK’s ICT landscape over the last five decades, and you might not realize it, but we provide the technology that underpins many of the services UK citizens and consumers use every day.

Whether it’s banks, retailers, manufacturers, energy companies or the government, we’re proud to deliver the behind-the-scenes technology that you use every day; keeping many of the critical systems going that help people manage their finances, shop in-store or online, consume energy or use government services.