Support & Incident Coordinator (ITIL)

Proact IT UK; Glasgow; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Salary £27,758.64 per annum

33 holidays plus birthday off

Company Pension Scheme

Private health care cover with Vitalia

3 charity days per year

Option to purchase extra 5 days annual

Company laptop

Rewards and recognition programme

Job summary

Proact IT UK is seeking a Customer Support Associate in Glasgow to monitor events, triage incidents, and coordinate resolutions within ITIL-aligned processes. You will be the first point of engagement for operational events and incidents, growing towards Technical Support and Engineering roles.

Responsibilities include logging, prioritising, and escalating incidents while maintaining strong customer communication. The role offers a path to advancement within IT operations.

Qualifications

• Excellent verbal communication and written communication skills.
• Ability to prioritise workload and manage multiple tasks.
• Positive attitude and willingness to learn.
• Ability to work effectively as part of a team.
• Strong attention to detail and commitment to quality.

Responsibilities

• Manage event monitoring, triage, and case logging, ensuring incidents are prioritised from detection to resolution.
• Diagnose, troubleshoot, and coordinate resolution of infrastructure and hardware issues, engaging vendors or field services when required.
• Progress incidents in line with severity and business impact, ensuring ownership or escalation and timely resolution.
• Ensure all activities and incidents are managed within SLAs with accuracy and ownership.
• Collaborate with internal resolver teams and third parties to restore service, maintaining clear customer communication.
• Undertake technical tasks from resolver and engineering teams to build Ops capability and reduce escalations.

Skills

Verbal communication

Written communication

Prioritisation

Teamwork

Attention to detail

Job description

Proact IT UK is seeking a Customer Support Associate in Glasgow to monitor events, triage incidents, and coordinate resolutions within ITIL-aligned processes. You will be the first point of engagement for operational events and incidents, growing towards Technical Support and Engineering roles.

Responsibilities include logging, prioritising, and escalating incidents while maintaining strong customer communication. The role offers a path to advancement within IT operations.