Service Desk Analyst — 4-on/4-off Shifts, Incident Lead

Adecco Portugal; Tain; On-site; GBP 19,000 - 32,000; Full time

Job summary

Adecco Portugal is seeking a Service Desk Analyst to join the IT Operations team in Inverness. This onsite role is 5 days per week and includes a shift pattern of nights on, nights off, days on, days off, with a base salary up to £32,000 plus a shift allowance.

You will monitor alerts, coordinate with technical teams and suppliers, manage escalations, and maintain incident records while providing timely updates to stakeholders throughout the incident lifecycle to protect service availability.

Qualifications

• Experience in a Service Desk, Technical Support, 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, 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

Ticketing systems

Microsoft Office

Tools

Monitoring tools

Job description

Adecco Portugal is seeking a Service Desk Analyst to join the IT Operations team in Inverness. This onsite role is 5 days per week and includes a shift pattern of nights on, nights off, days on, days off, with a base salary up to £32,000 plus a shift allowance.

You will monitor alerts, coordinate with technical teams and suppliers, manage escalations, and maintain incident records while providing timely updates to stakeholders throughout the incident lifecycle to protect service availability.