Hey I am Djessah

ATOS
(Incident Management Trend Lead)

➢ Take ownership of the incident recorded at the service desk and monitor the tickets from
creation to closure.
➢ Controls the adherence to ITIL standards and to defined work processes as well as that the
correct focus (priority, impact and urgency) is applied to resolving the problems within the
defined SLA. This role may require the need to work on a shift basis.
➢ Performs ITIL Incident Management.
➢ Report potential incidents to Incident Manager to review/forward.
➢ Identify incident trending.
➢ Work with Incident coordinate
➢ When resolving incidents for a user, review Nexthink data for the client and proactively
resolve any additional issues present.
➢ Governance reporting and KPI monitoring.
➢ Co-ordinate activity pertaining to the analysis with the Managers and Tower leads from the
cross functional teams like Network, Middleware, Security etc.
➢ Monitors incident queues and incoming call queues as well as other inbound customer
contacts such as web, e-mail or voicemail.
➢ Monitors ticket flow and functional escalation (within internal lines of service as well as to
external service providers), duplicate incidents and major incidents ensuring that all
incidents are accepted, processed and resolved within the pre-assigned SLA according to
impact and priority.
➢ Takes ownership and monitoring incident processed outside of regular flows.
➢ Monitors service request life cycle until closure.
➢ Assigns workload to service desk internal staff and coordinates external lines of service if
required.
➢ Monitors escalations proactive and reactive.

➢ Proactively initiates escalation process - triggered by SLA parameters.
➢ Escalates account or service desk process failures to continuous improvement team.

➢ Initiates hierarchical escalation process.
➢ Generates real time reports and graphs on incident tickets (using the ticketing tool). Checks
“early morning reports”, decides upon and implements follow-up actions.
➢ Reads and understands statement of work for assigned account(s), prepares and provides
reports on adherence to defined work instructions and procedures and gives feedback to
service desk teams and team leads.
➢ On request provides evaluation and analysis of incidents and specific trend reports (on ticket
quality, to support analysis of skill gaps, detect training needs or for continuous
improvement purposes).
➢ Communicates detected skill gaps or training needs to team lead and training department.
➢ Interfaces with defined contact from Knowledge Management Process if specific trend
reports point out needs for new knowledge assets.
➢ Maintains internal notification and messaging tool, ENS and alerts service desk analysts and
technical analysts of known outages in a timely manner.
➢ Supports maintenance of Voice Mail tools and alerts impacted parties (service desk analysts,
customers) of outages.
➢ Other related projects, tasks or activities that may be assigned by the employee's superiors