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Group IT Incident Analyst


Belgrade, Belgrade, RS

Job ID:  36661
Estimated Travel:  25 - 50%
Contract Type:  Permanent
Talent Area:  IT

Ardagh Metal Beverage Serbia is looking for Group IT Incident Analyst

Key responsibilities:
The Incident analyst is on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter or connecting those users with higher level Group IT support, when needed. 

Operational Case Management

•    Identify trends in issue reporting and come up with preventative solutions.
Managing Escalations
•    Build on existing Escalation procedures to improve handling and communication of case escalations.
•    Work with all IT teams to improve understanding of importance of Escalation management
•    Build relations ships with key business users to assist with reducing the need for escalation while improving handling of problem cases.
Aged Case Management
•    Oversee all group queues to limit case handling delays
•    Work with support teams to identify solutions to systemic case delay issues
•    Work with technical groups to build new technical tools and user engagement points to improve case handling.
Support Team Handling oversight
•    Proactively review case handling practices across the group to identify areas for improvement
•    Assist all teams in continual improvement of case handling metrics and processes
•    Work with IT management to build valuable case handling tools and dashboards
Training, coaching and advising
•    Our Incident analyst will be asked to spend some time training and coaching others. This may extend to creating/ maintaining documentation such as handling practices,  
user communications etc. and inspecting the ticketing system for signs of handling errors.


•    Basic to Intermediate IT Support qualification 
•    Experience of user support in an IT environment
•    Communications and Business Relationship skills.
•    Intermediate ITIL knowledge.
•    Strong problem solving skills
•    Good level of English 


About Ardagh Group 

Ardagh Group is a global leader in metal and glass packaging solutions, producing packaging for the world’s leading brands. We trace our roots all the way back to the Irish Glass Bottle Company, founded in 1932. Since then we have grown rapidly to a team of more than 16,000 people with revenues of almost $7 billion. Today we have a presence across Europe and the Americas.  

  • Did you know that Ardagh produce many of the beverage cans and bottles you drink your favourite beverages from? 

  • Did you know we produce metal and glass packaging which are permanent materials, meaning they can be infinitely recycled without any loss of quality? 

  • Did you know we produce more than 160 million containers per day? 

Ardagh is passionate about sustainability and have a reputation for innovation. We push the boundaries of what’s possible, pioneering new production methods, new design techniques and new ways to recycle and save energy. Our aim is to reduce any negative environmental impact whilst remaining economically sustainable and socially responsible. 

We believe that the success of our business depends on the success of our people. We strive to create working environments where our employees feel valued, can work to their full potential, and where their achievements are celebrated.  

Here at Ardagh, we offer exciting and rewarding opportunities for talented and creative people. If you have ambition and want to make an impact with your career, come and join our team, you’ll enjoy the journey!