Incident Management Analyst

Context Recruitment Limited; Harrogate; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Hybrid work

Harrogate office

Employee benefits

Job summary

Context Recruitment Limited is seeking an entry level Incident Management Analyst for a hybrid role based in Harrogate. You will join the Service Desk team to manage customer incidents, provide updates, and help prevent SLA breaches.

The role offers a starting salary of £26,000 plus benefits, with two days per week in the Harrogate offices. Suitable for graduates or those new to the industry who are eager to learn and develop in a fast-paced MSP environment.

Qualifications

• Excellent communication and customer service skills.
• Strong attention to detail and time management.
• Ability 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

Attention to detail

Time management

Willingness to learn

Job description

Incident Management Analyst (Entry Level)

Hybrid working - 2 days per week in Harrogate.

Paying £26,000 + benefits.

A leading Managed Services Provider is seeking a proactive and enthusiastic Incident Management Analyst to join their Service Desk team. This is an ideal opportunity for someone starting out in the industry who's eager to develop within a professional and fast-paced environment.

You’ll play a vital role in managing customer incidents, ensuring clear communication, timely resolution, and continuous improvement across their processes.

Key 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

What We’re Looking For:

• Strong 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)

Hybrid working - Offices in Harrogate.

Paying £26,000 + benefits.

Must be eligible to work in the UK.

UK Driving licence needed due to office location.