Incident Management Analyst

Context Recruitment; United Kingdom; On-site; GBP 24,000 - 29,000; Full time

Job summary

A Managed Services Provider is looking for an enthusiastic Incident Management Analyst to join their Service Desk team. This entry-level position offers an excellent opportunity for growth in a fast-paced environment, focusing on managing customer incidents, ensuring timely resolution, and continuous process improvement. Candidates should possess strong communication skills, attention to detail, and a willingness to learn, with ITIL certification considered desirable.

Qualifications

• Strong communication and customer service skills.
• Good attention to detail and time management.
• Able to work under pressure and acoss teams.
• Willingness to learn and tackle new technical areas.

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

Communication skills

Customer service

Attention to detail

Time management

Ability to work under pressure

Willingness to learn

Education

ITIL 4 Foundation (desirable)

Job description

Incident Management Analyst (Entry Level)

Hybrid working - Offices in Harrogate.

Paying 24,500 + 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 24,500 + benefits.

Must be eligible to work in the UK.

UK Driving licence needed due to office location.