Incident Analyst (Junior) at Discovery Limited

Key Purpose

Resolves incidents common to a set of tickets, by analysis of underlying systems, evaluation of alternatives and the coordination of the implementation of fixes. Identify issues from sets of tickets by conducting trend analysis. Provides periodic reporting on incidents, as well as Incident Reports for major outages.

Areas of responsibility may include but not limited to

Incident Initiation Form

• Receive a ticket related to an incident from the service desk (or multiple tickets) and initiate Incident Management Process.

Incident Analysis Board

• Analyse incident trends and liaise with external teams to determine root cause.
• Prepare and publish incident communications as per process.
• Coordinate necessary meetings/discussions with all stakeholders to restore affected services.
• Diagnose possible fixes/work-around, evaluate and eliminate possible causes.
• Evaluate recurring incidents to establish common trends/patterns.
• Initiate Problem Management Process where relevant.

Incident Report

• For major incidents investigate the conditions and document the findings in an Incident Report.
• If required, present the findings in the relevant forums.

End of Day Summary Report

• Create an end-of-day summary report on incidents.
• Contribute to the summary monthly report of the area.

Guidelines, Standards and Reference examples

• Participate in internal forums such as Support Services Work Group and lead work streams, to contribute to the methodology and standards.
• Ensure that knowledge acquired in the Release process is shared within the larger Support community.

Personal Attributes and Skills

Behavioural skills

• Stress management, Time management and prioritisation, Customer/Service orientation, Learning orientation, Analytical thinking

Technical Skills

• Troubleshooting and problem analysis, Business writing, Incident trend analysis (statistical skills)

Education and Experience

• Matric - essential
• ITIL Foundation course – beneficial
• ITIL Practitioner and Microsoft MAP – beneficial
• Minimum 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