Hybrid Incident Management Analyst (Entry Level)

context recruitment; Harrogate; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Benefits

Job summary

Context Recruitment is seeking an enthusiastic Incident Management Analyst for a leading MSP in Harrogate. Hybrid working with 2 days in the office and a salary of £26,000 plus benefits.

This entry-level role focuses on managing customer incidents, ensuring clear communication, and driving timely resolutions in a fast-paced environment. You'll monitor escalations, support process improvements, and assist in training and onboarding of new customers while developing ITIL knowledge and technical

Qualifications

• Excellent communication and customer service skills.
• Good attention to detail and time management.
• Able to work under pressure and across teams.
• Willingness to learn and tackle new technical areas.
• ITIL 4 Foundation (desirable).

Responsibilities

• Handle customer incident escalations and provide timely updates.
• Monitor VIP and sensitive tickets to prevent SLA breaches.
• Document incident reports and contribute to process improvements.
• Conduct quality checks and support team training.
• Assist in integrating new customers and identifying problem tickets.

Skills

Strong communication

Customer service

Time management

Attention to detail

Work under pressure

Education

ITIL 4 Foundation (desirable)

Job description

Context Recruitment is seeking an enthusiastic Incident Management Analyst for a leading MSP in Harrogate. Hybrid working with 2 days in the office and a salary of £26,000 plus benefits.

This entry-level role focuses on managing customer incidents, ensuring clear communication, and driving timely resolutions in a fast-paced environment. You'll monitor escalations, support process improvements, and assist in training and onboarding of new customers while developing ITIL knowledge and technical