Related skills
change management itil incident management itsm queue management📋 Description
- Monitor and manage service queues to meet agreed SLAs.
- Apply ITIL practices across Incident, Request, Problem and Major Incident support.
- Review backlogs and ageing tickets, take corrective action to improve throughput.
- Coordinate with resolver groups and service desk for accurate routing and updates.
- Support escalation management for high-priority issues and ownership.
- Maintain queue governance: quality, categorisation, prioritisation and closure.
🎯 Requirements
- Proven experience in an IT service desk, service operations or queue management.
- Good working knowledge of ITIL: Incident, Request, Problem and Change.
- Strong organisational skills to manage competing priorities.
- Experience using ITSM tools to manage ticket workflows and reporting.
- Strong attention to detail with data quality and process compliance.
- Ability to analyse operational data and drive practical improvements.
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