Service Desk Analyst / Issue Process Management : Dudley, West Midlands (ITIL, Crystal Reports) Dudley, West Midlands Rate: Competitive Our enterprise level client is looking for an Issue Management Analyst to join the IT Service department with the express responsibility of in-house problem process management. Daily responsibilities will include: - Production of problem management reports and management information - To spot potential issue sources and trends with the view to preventing future issue replication - Review and improve the effectiveness of the problem management processes - To work effectively with internal stakeholders in order to effectively understand internal issues - To maintain the problem records and monitor the quality and standards of the problem reporting - Devise and run continuous service improvement campaigns - To be the go to person and subject matter expert for all problem trends and improvements across the business As such you will need to have gained strong commercial exposure in a 1st line / 2nd line / 3rd line support / analyst capacity, ideally having focused on internal process improvement. It is essential that you are ITIL literate and will be an advanced user of Microsoft packages (Excel, Office etc). You will also ideally have experience of Crystal reports and remote communication tools (web-ex, video-conf etc). In return this contract will offer you excellent daily work challenges with in a busy professional services environment. To apply for this excellent opportunity please send your CV to Paul Wilson at Arc IT Recruitment. Service Desk Analyst / Issue Management : Dudley, West Midlands (ITIL, Crystal Reports) Dudley, West Midlands