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Problem Analyst

Job details

General information

Reference number




Vacancy location


United Kingdom, Central England, Peterborough - Thorpe Park

Vacancy details

Job Profile

Software Services - Application Support

Secondary Profiles

Information Technology - Software Services


Problem Analyst

Contract Type

Permanent contract

Hours per week


About the role

The Problem Analyst is responsible for providing and performing analysis across the IT Service Desk, Incident Management and IT Service delivery functions to ensure that issues that would have a detrimental impact on service are reduced, avoided, or a workaround implemented


Key Responsibilities Include:


• Initiate and maintain a Problem Register to capture known issues and newly identified issues and then baseline the information and impact on service, track initiatives and improvement implementa-tions and measure success factors and metrics

• Follow through all Problem Resolution and Closure, including Known Error status where appropriate

• Pro-active analysis of Incident trending data and engagement with Technical support areas - To identify where repeat issues are causing service degradation

• Review Problems against the Problem Acceptance Criteria - To ensure that only items which meet the Problem definition are progressed via this route

• Assess Problems, to ensure that suitable data is provided and that the quality of the data is high - To ensure that investigation and diagnosis can proceed as expediently and accurately as possible

• Facilitate the Resolution of Problems, via engagement with Change Management, Service Improvement and the Customer - To ensure that Problems are resolved in accordance with SLAs and via the correct Process


It is essential that you have experience of working in a managed service environment delivering against service levels and contractual agreements and have the following;

• Strong track record in identification of problems and delivering solutions and service initiative improvements to reduce or avoid occurrence or to reduce impact to service

• Good interpersonal skills

• Strong written and verbal communication skills, ability to communicate both technical and non-technical information, depending upon the audience

• Ability to follow and suggest improvements to procedures

• Ability to produce quality knowledge-based documentation both internal and customer distribution


It would be advantageous if you have:

• Understand of ITIL v3 fundamentals

• A background in an application development environment

• Experience of ServiceNow

About Us

Who are NGA Human Resources?


We are a leader in the UK and around the world in helping organisations to align their people strategy to their business strategy. We are the most knowledgeable partner to help identify the HR and Payroll solutions to take your organisation exactly where it wants to go.


The NGA Advantage


We are a global leader in helping organisations transform their business-critical HR operations to deliver more effective and efficient people-critical services.What sets us apart is The NGA Advantage. It’s a combination of deep HR experience and insight, advanced technology platforms and applications and a global portfolio of flexible service delivery options.


NGA HR wins CIPP Payroll Service Provider and Payroll Software Product of the Year second year running


HR and Payroll leader NGA Human Resources, has won the Payroll Software Product of the Year and Payroll Service Provider of the Year for the second year running at the CIPP (Chartered Institute of Payroll Professionals) Annual Excellence Awards.


Level 2

Salary Package