Incident Response Group Analyst (ICT TECH SD 2025 01R)

The Incident Response Group (IRG) is a key team within Service Desk responsible for the incident management and other ITIL processes.  The Incident Response Group Analyst delivers improved client experiences by managing the end to end incident management process and identifying and fixing process gaps, with the aim to deliver faster response times and quicker resolutions.

The Role
The Incident Response Group Analyst is responsible for the following:

• Providing support to Service Desk Analysts and acting as the primary escalation point for incidents that the Service Desk cannot resolve
• Performing secondary triage activities to validate incident priority, urgency and business impact
• Determining the correct resolution group for all tickets that cannot be resolved by the Service Desk team
• Initiating the critical/major incident management processes
• Identifying training opportunities and provide upskilling training activities to Service Desk Analysts 
• Performing ticket data quality checks, escalating and supporting the mitigation of any issues found
• Reviewing all open incidents (incident lifecycle management) and identifying additional actions that are needed
• Participating in post incident reviews as required
• Participating in other ITIL processes, from and end to end perspective, and helping identify potential improvements
• Acting as a scribe in critical/major incident management activities
• Acting as a Deputy Incident Commander

The Requirements

• Bachelor's degree in information technology, engineering, or a related field
• Strong ITIL knowledge
• Strong background and experience in any role that involves incident management
• At least three (3) years’ experience working in IT service management, or other role engaging with the ITIL framework
• Experience working with ITSM tools
• Good people skills and ability to collaborate with team members
• Ability to analyse a high volume of technical data and work in a fast-paced environment
• Strong client facing skills
• Familiarity with Microsoft products and services; including knowledge of Azure
• Familiarity with other cloud services
• Excellent organisational skills and the ability to work with limited supervision
• Excellent communication, problem solving and analytical skills
• Amenable to being on-call
   

Other highly desirable skills are

• Experience or involvement in project work alongside normal incident manager or critical/major incident manager duties

WTW is an Equal Opportunity Employer