Incident & Service Desk Analyst – Inverness (4 Nights On/Off)

Adecco (Portugal); Tain; On-site; GBP 29,000 - 35,000; Full time

Job summary

Inverness-based Incident / Service Desk Analyst role onsite in Inverness with a 4 nights on, 4 nights off shift pattern. The role oversees incident coordination across critical services, monitoring alerts, coordinating technical teams and suppliers, and ensuring service disruptions are prioritized and resolved.

The position requires experience in service desk or technical support, strong incident management and communication skills, and proficiency with ticketing systems and monitoring tools.

Qualifications

• Experience in Service Desk, Technical Support, or similar operational environment.
• Excellent incident management, event monitoring and escalation skills.
• Strong stakeholder communication and relationship management.
• Analytical and problem-solving abilities.
• Experience using ticketing systems and monitoring tools.

Responsibilities

• Monitor alerts, events and incidents, assess impact and action.
• Coordinate with technical teams and suppliers to manage incidents.
• Drive incident progression with timely escalations and resolution.
• Maintain accurate records and provide operational updates and handovers.
• Identify risks, service impacts and recurring issues for escalation.
• Support service improvement by spotting trends and enhancements.

Skills

Incident management

Event monitoring

Stakeholder communication

Analytical thinking

Ticketing systems

Tools

Ticketing systems

Job description

Inverness-based Incident / Service Desk Analyst role onsite in Inverness with a 4 nights on, 4 nights off shift pattern. The role oversees incident coordination across critical services, monitoring alerts, coordinating technical teams and suppliers, and ensuring service disruptions are prioritized and resolved.

The position requires experience in service desk or technical support, strong incident management and communication skills, and proficiency with ticketing systems and monitoring tools.