Service Desk Analyst – Incident & Escalation Lead

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

Benefits offered by this job

Shift allowance

Job summary

Adecco Portugal is recruiting for four Service Desk Analysts to support an Inverness-based IT Operations team. The role is onsite, with a challenging shift pattern and a salary up to £32,000 plus a shift allowance.

You will monitor alerts, coordinate with teams and suppliers, and manage incidents to ensure service availability while providing clear updates to stakeholders throughout the incident lifecycle.

Qualifications

• Experience in Service Desk, Technical Support, or similar environments.
• Strong understanding of Incident Management, Event Monitoring, and escalation processes.

Responsibilities

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

Skills

Incident Mgmt

Stakeholder comms

Monitoring tools

Ticketing systems

Job description

Adecco Portugal is recruiting for four Service Desk Analysts to support an Inverness-based IT Operations team. The role is onsite, with a challenging shift pattern and a salary up to £32,000 plus a shift allowance.

You will monitor alerts, coordinate with teams and suppliers, and manage incidents to ensure service availability while providing clear updates to stakeholders throughout the incident lifecycle.