Incident / Service Desk Analyst x4 - Inverness

Adecco; Inverness; On-site; GBP 29,000 - 35,000; Full time

Job summary

Adecco is seeking an experienced Incident / Service Desk Analyst to join our IT Operations team in Inverness. This on-site role involves monitoring alerts, coordinating technical teams and suppliers, managing escalations, and ensuring service disruptions are prioritised and resolved promptly.

You will communicate clearly with stakeholders throughout the incident lifecycle. Key responsibilities include incident monitoring, coordinating responses, driving progression, maintaining records and shift

Qualifications

• Experience within Service Desk, Technical Support, or a similar operational environment.
• Strong understanding of Incident Management, Event Monitoring, and escalation processes.
• Excellent stakeholder communication and relationship management skills.
• Strong analytical and problem‑solving abilities.
• Experience using ticketing systems, monitoring tools, and Microsoft Office applications

Responsibilities

• Monitor alerts, events, and incidents, assessing impact and ensuring appropriate action.
• Coordinate with technical teams, suppliers, and stakeholders to manage incidents and service disruptions.
• Drive incident progression, ensuring timely escalation and resolution of issues.
• Maintain accurate records and provide clear operational updates and shift handovers.
• Identify emerging risks, service impacts, and recurring issues, escalating where required.
• Support continuous service improvement by identifying trends and process enhancements.

Skills

Incident management

Event monitoring

Stakeholder communication

Analytical thinking

Tools

Ticketing systems

Monitoring tools

Microsoft Office

Job description

Incident / Service Desk Analyst x4 - Inverness

Inverness (onsite 5 days per week)

Up to £32,000 + shift allowance

Shift Pattern: 4 nights on, 4 nights off, 4 days on, 4 days off.

We are seeking an experienced Service Desk Analyst to join a fast‑paced IT Operations team, providing operational oversight and incident coordination across critical services. You will be responsible for monitoring operational alerts, coordinating technical teams and suppliers, managing escalations, and ensuring service disruptions are effectively prioritised and resolved. You will play a key role in maintaining service availability while providing clear communication to stakeholders throughout the incident life cycle.

Key Responsibilities

• Monitor alerts, events, and incidents, assessing impact and ensuring appropriate action is taken.
• Coordinate with technical teams, suppliers, and stakeholders to manage incidents and service disruptions.
• Drive incident progression, ensuring timely escalation and resolution of issues.
• Maintain accurate records and provide clear operational updates and shift handovers.
• Identify emerging risks, service impacts, and recurring issues, escalating where required.
• Support continuous service improvement by identifying trends and process enhancements.

Skills & Experience

• Experience within Service Desk, Technical Support, or a similar operational environment.
• Strong understanding of Incident Management, Event Monitoring, and escalation processes. Ability to assess priorities, make decisions under pressure, and coordinate responses to critical incidents.
• Excellent stakeholder communication and relationship management skills.
• Strong analytical and problem‑solving abilities.
• Experience using ticketing systems, monitoring tools, and Microsoft Office applications