IT Incident Service Analyst x 6

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

Job summary

Adecco Inverness is seeking an experienced IT Incident Service Analyst to join a fast-paced IT Operations team onsite. You will monitor alerts, coordinate technical teams and suppliers, manage escalations and ensure incidents are prioritized and resolved to maintain service availability.

The role emphasizes incident progression, accurate records, clear stakeholder updates, and regular shift handovers within a 4 nights on, 4 nights off pattern.

Qualifications

• Experience in Incident Management, IT Operations, Service Desk or similar operational environment.
• Strong understanding of Incident Management, Event Monitoring and escalation processes.
• Excellent stakeholder communication and relationship management skills.

Responsibilities

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

Skills

Incident Management

IT Operations

Stakeholder communication

Decision making under pressure

Ticketing systems experience

Job description

IT Incident Service Analyst x6

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 Incident 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 l.

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 Incident Management, IT Operations, 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.