Incident / Service Desk Analyst x4 - Inverness

Adecco; 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

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.