Incident and Problem Analyst

About the Role

CDS are seeking an experienced Incident & Problem Analyst to help deliver high quality of service both internally and for our external customers. This role would suit a positive, personable, improvement focused individual wanting to deliver a quality service and high level of customer satisfaction.

Your day-to-day…

• You’ll be expected to build positive relationships with internal technical, development, project & delivery teams, as well as acting as the main point of contact for external customers.
• You’ll be responsible for ensuring all Incident & Problem activities are delivered to a high standard aligned with ITIL and conformance with our ISO20000 accreditation.

About CDS

CDS is an agency that enables strategic change in organisations. we help clients create, develop and deliver better services to meet the evolving needs customers, employees and citizens.

Our experts specialise in technical enablement, operational transformation, experience transformation and business process outsourcing. We improve outcomes by resolving complex insight, digital, data, technology and print challenges.

Consequently, many of the largest, most complex organisations trust CDS to provide solutions that improve health, wealth and safety in the UK. For example:

• Digitally transforming the ability to report crime online for UK police forces.
• Building a new digital platform for the regulator Social Work England.
• Providing behavioural analysis and insight to drive EE's evolving digital and customer service offering and delivering marketing and operational print management services to the Ministry of Defence

Our clients include National Rail Enquiries, the Cabinet Office, Bank of England, Open University and Insight Investments. We also work with global brands, including Coca Cola, McDonald’s and Microsoft.

Together with our parent company, Bailie Group, CDS is positioned as a leader in enabling change. We are a multi-award-winning agency recognised by the industries we serve and our peers for our innovations and contributions that truly make a positive difference.

Our inclusive culture

CDS positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us.