IT Support Resolution Lead

7 days ago


Rosemont, California, United States Insight Global Full time
Incident Management Role Overview

The Incident Analyst will play a critical role in driving service excellence across all of our businesses, leveraging best practices and incident management processes and tools to restore services to their normal operating state within agreed upon service level expectations.

This position will involve effectively managing the lifecycle of major incidents to the point of root cause, providing metrics on incidents and problems, and working to identify improvements that will ensure the stability of our environment, preventing incidents from reoccurring.

Main Responsibilities:

  • Effectively manage the lifecycle of major incidents to the point of root cause
  • Provide metrics on incidents and problems
  • Work to identify improvements that will ensure the stability of our environment

Required Skills and Qualifications:

  • 2-3+ years Incident Management AND Problem Management Experience
  • Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management
  • ITILv4 or ITILv3 certified or demonstrate knowledge of ITIL best practices
  • Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint

Salary Details: $42.25/hour, with potential conversion to $85-90K/year salary upon permanent hire.

Work Location: Rosemont, IL



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