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Incident Coordinator- Help Desk in Lincoln, RI at Amica

Date Posted: 3/25/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lincoln, RI
  • Job Type:
  • Experience:
    4 to 6 years
  • Date Posted:

Job Description

Location: Lincoln, RI (Corporate Information Systems)

Are you looking for a job in a growing industry with new products, new markets and new technology?

Our office in Lincoln, RI is seeking a Help Desk Incident Coordinator who under general supervision, performs the tasks necessary to support activities within the incident management process. Follows and monitors the process to quickly restore normal service operation to minimize the impact to business operations.

Job Function and Responsibilities:
• Monitors, researches and analyzes tickets, incidents and alerts. Assigns/escalates incidents to affected groups.
• Assists with communication with affected groups and stakeholders including communication to end-users about the impact to business operations
• Represents the first stage of escalation for incidents. Facilitates the resolution of priority 1 and 2 incidents and incidents exceeding standard service level agreements (SLA).
• Uses ITIL/IT Service Management best practices to identify and analyze patterns and trends from a variety of data sources
• Follows the incident management process ensuring that SLAs are being met. Carries out all respective reporting procedures for the Help Desk.
• Ensures the closure of all resolved and end-user confirmed incident records and assists with conducting incident reviews
• Creates Knowledge with repeatable procedures that help reduce the number of incidents
• Assists with the coordination of major incidents including issue definition, action plan and success criteria. Follows major incidents to resolution
• Attends training and/or industry seminars as appropriate, to stay abreast of current technologies, trends and directions.

Job Requirements:
• Typically requires a Bachelor’s degree and 4-6 years of Help Desk or Incident Management experience or, an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job
• ITIL Foundations certification or commitment to obtain certification
• Excellent customer service skills
• Ability to gather and identify facts needed to determine possible root cause
• Action-oriented with the ability to balance urgency with sound judgement.
• Excellent verbal and written communication skills and the ability to effectively use technical and business-friendly terms depending on the situation.

Benefits Include:
• Paid vacation, holidays and sick days
• Generous leave programs, including paid parental bonding leave
• Medical, dental, vision coverage, short- and long-term disability, and life insurance
• Generous retirement benefits
• Opportunities for advancement in a successful and growing company

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, religion, sex, color, national origin, ethnicity, age, genetic information, disability or sexual orientation. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.