819 Helpdesk Management jobs in the United Kingdom

Jincident Management Analyst
Daily Rate: 500 - 550 INSIDE IR35 via umbrella
Contract Length: 12 months
Location: Chester Business Park, Chester - HYBRID WORKING - 3 DAYS ONSITE

Are you ready to step into a vital role that ensures the smooth operation of our client's technology services? We are seeking an enthusiastic Incident Management Analyst to join our Global Command centre team. This is an exciting opportunity to contribute to a dynamic environment, ensuring business continuity and operational excellence across the EMEA region.

Position Summary:

As an Incident Management Analyst, you will play a key role in maintaining the availability and performance of our client's systems. Your primary focus will be ensuring that end-user systems are consistently available per required SLAs. This role is critical for sustaining the continual demand for incident assistance during both weekdays and weekends.

Key Responsibilities:

Incident Response:
- React promptly to service failures based on business impact.
- prioritise multiple high-priority incidents simultaneously.
- Facilitate standard call processes, lead troubleshooting efforts, and engage technical teams, escalating issues as necessary.

Communication Management:
- Communicate effectively with stakeholders and internal teams.
- Confidently interact with senior executives.
- Provide regular updates on incident status and ensure effective communication channels are utilised.

Incident Documentation:
- Maintain accurate documentation during active incidents, recording all recovery efforts.
- Post-incident, ensure detailed records are kept, including actions taken and lessons learned.

Incident Process Compliance:
- Adhere to incident management policies and procedures, focusing on stakeholder and associate experiences.
- Restore complex production incidents within tight Service Level Agreements.

Process Improvement:
- Continually assess and enhance incident management processes to optimise efficiency.

Key Skills:

Leadership:
- Guide and coordinate teams during incident responses.
- Possess strong relationship management and influencing skills.

Technical Knowledge:
- Understand IT infrastructure, systems, and network operations.

Communication:
- Exhibit excellent verbal and written communication skills to engage effectively with technical teams and stakeholders.

Decision-Making:
- Make timely decisions in critical situations.

organisational Skills:
- Demonstrate strong time management abilities to prioritise tasks and manage multiple incidents.
- Remain calm and composed under pressure.

If you're looking for a challenging role where you can make a real impact, apply today to join our client's team as an Incident Management Analyst. Your expertise will help maintain seamless operations and foster a culture of excellence in incident management.

To apply, please submit your CV and a cover letter detailing your relevant experience.

Join us in ensuring the reliability and performance of critical technology services!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

**Incident Management Analyst** (Contract)

Duration: 6 Months (Possibility for extension)

Location: Chester/Hybrid (3 days on site)

Rate: A highly competitive Umbrella Day Rate is available for suitable candidates

Position Summary

An exciting opportunity to be a part of the Bank's Global Command Centre team, working as an Incident Management Analyst. Our team is responsible for the availability and performance of the Bank's global technology services, enabling operational excellence by detecting, predicting, and preventing customer and business impacting technology incidents and restoring service as quickly as possible when disruptions do occur.

The Command Centre EMEA Incident Management Analyst will report into the EMEA Incident Management Lead, and primary responsibilities will include overseeing the Bank's incident posture during the EMEA shift, acting to restore major incidents.

Key responsibilities:

• React to Service failure appropriately according to business impact.
• Ability to prioritise multiple high priority incidents at any given time.
• Ensure standard call facilitation and call leadership for all incidents reported. Lead and manage bridge line troubleshooting, engage technical teams, and escalate issues to leadership as needed.
• Coordination of response efforts across technical teams, senior management, and invested stakeholders.
• Clear and effective communication when collaborating with stakeholders and internal teams.
• Experience and confidence in being able to communicate effectively with senior executives.
• Evaluate the use of all communication channels and ensure they are effectively and consistently utilized.
• Compose and provide regular updates on incident status to stakeholders, technical teams, and senior management, including Executive communications.
• Maintain and document accurate status and progress of incident recovery efforts. Ensures all impacts are accurately recorded and documented in the system of record,
• Maintain detailed records of incidents, including actions taken, outcomes, and lessons learned.
• Ensure compliance with incident management policies and procedures, serving as a focal point for the stakeholder and associate experience, restoring complex production incidents under tight Service Level Agreements.
• Continually review and refine incident management processes to optimize efficiency and effectiveness.

Key Skills & Experience:

• Ability to guide, coordinate and challenge technical and stakeholder teams during incident response.
• Highly developed relationship management, influencing and leadership skills.
• Technical knowledge: Understanding of IT infrastructure, systems, and network operations.
• Communication: Excellent verbal and written communication to effectively interact with technical teams, management, and stakeholders.
• Decision-making: Ability to make timely decisions in critical situations.
• Organizational:
• Strong time management skills to prioritize tasks and manage multiple incidents simultaneously.
• Exceptional ability to remain calm under pressure.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Jincident Management Analyst
Daily Rate: 500 - 550 INSIDE IR35 via umbrella
Contract Length: 12 months
Location: Chester Business Park, Chester - HYBRID WORKING - 3 DAYS ONSITE

Are you ready to step into a vital role that ensures the smooth operation of our client's technology services? We are seeking an enthusiastic Incident Management Analyst to join our Global Command centre team. This is an exciting opportunity to contribute to a dynamic environment, ensuring business continuity and operational excellence across the EMEA region.

Position Summary:

As an Incident Management Analyst, you will play a key role in maintaining the availability and performance of our client's systems. Your primary focus will be ensuring that end-user systems are consistently available per required SLAs. This role is critical for sustaining the continual demand for incident assistance during both weekdays and weekends.

Key Responsibilities:

Incident Response:
- React promptly to service failures based on business impact.
- prioritise multiple high-priority incidents simultaneously.
- Facilitate standard call processes, lead troubleshooting efforts, and engage technical teams, escalating issues as necessary.

Communication Management:
- Communicate effectively with stakeholders and internal teams.
- Confidently interact with senior executives.
- Provide regular updates on incident status and ensure effective communication channels are utilised.

Incident Documentation:
- Maintain accurate documentation during active incidents, recording all recovery efforts.
- Post-incident, ensure detailed records are kept, including actions taken and lessons learned.

Incident Process Compliance:
- Adhere to incident management policies and procedures, focusing on stakeholder and associate experiences.
- Restore complex production incidents within tight Service Level Agreements.

Process Improvement:
- Continually assess and enhance incident management processes to optimise efficiency.

Key Skills:

Leadership:
- Guide and coordinate teams during incident responses.
- Possess strong relationship management and influencing skills.

Technical Knowledge:
- Understand IT infrastructure, systems, and network operations.

Communication:
- Exhibit excellent verbal and written communication skills to engage effectively with technical teams and stakeholders.

Decision-Making:
- Make timely decisions in critical situations.

organisational Skills:
- Demonstrate strong time management abilities to prioritise tasks and manage multiple incidents.
- Remain calm and composed under pressure.

If you're looking for a challenging role where you can make a real impact, apply today to join our client's team as an Incident Management Analyst. Your expertise will help maintain seamless operations and foster a culture of excellence in incident management.

To apply, please submit your CV and a cover letter detailing your relevant experience.

Join us in ensuring the reliability and performance of critical technology services!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

**Incident Management Analyst** (Contract)

Duration: 6 Months (Possibility for extension)

Location: Chester/Hybrid (3 days on site)

Rate: A highly competitive Umbrella Day Rate is available for suitable candidates

Position Summary

An exciting opportunity to be a part of the Bank's Global Command Centre team, working as an Incident Management Analyst. Our team is responsible for the availability and performance of the Bank's global technology services, enabling operational excellence by detecting, predicting, and preventing customer and business impacting technology incidents and restoring service as quickly as possible when disruptions do occur.

The Command Centre EMEA Incident Management Analyst will report into the EMEA Incident Management Lead, and primary responsibilities will include overseeing the Bank's incident posture during the EMEA shift, acting to restore major incidents.

Key responsibilities:

• React to Service failure appropriately according to business impact.
• Ability to prioritise multiple high priority incidents at any given time.
• Ensure standard call facilitation and call leadership for all incidents reported. Lead and manage bridge line troubleshooting, engage technical teams, and escalate issues to leadership as needed.
• Coordination of response efforts across technical teams, senior management, and invested stakeholders.
• Clear and effective communication when collaborating with stakeholders and internal teams.
• Experience and confidence in being able to communicate effectively with senior executives.
• Evaluate the use of all communication channels and ensure they are effectively and consistently utilized.
• Compose and provide regular updates on incident status to stakeholders, technical teams, and senior management, including Executive communications.
• Maintain and document accurate status and progress of incident recovery efforts. Ensures all impacts are accurately recorded and documented in the system of record,
• Maintain detailed records of incidents, including actions taken, outcomes, and lessons learned.
• Ensure compliance with incident management policies and procedures, serving as a focal point for the stakeholder and associate experience, restoring complex production incidents under tight Service Level Agreements.
• Continually review and refine incident management processes to optimize efficiency and effectiveness.

Key Skills & Experience:

• Ability to guide, coordinate and challenge technical and stakeholder teams during incident response.
• Highly developed relationship management, influencing and leadership skills.
• Technical knowledge: Understanding of IT infrastructure, systems, and network operations.
• Communication: Excellent verbal and written communication to effectively interact with technical teams, management, and stakeholders.
• Decision-making: Ability to make timely decisions in critical situations.
• Organizational:
• Strong time management skills to prioritize tasks and manage multiple incidents simultaneously.
• Exceptional ability to remain calm under pressure.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Excited to grow your career?

Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, pleas.

A fantastic opportunity has arisen within G4S for a Protective Security Incident Management Officer , who will work at a prestigious financial institution in London where you will be required to carry out duties in a busy environment and carve out a career with the biggest name in security.

You must be able to demonstrate and deliver high quality guarding and excellent customer service to both our clients and service users.

This role does NOT require an SIA licence.

MUST apply with a up to date CV to be considered.

Position: Protective Security Incident Management Officer
Location: Canary Wharf, London
Pay Rate: £17.10 per hour
Contracted Hours: 40 hours per week
Shifts: Monday through to Friday covering 7am to 8pm, pattern will vary on rotation

Your Time at Work

You will report to the Security Control Room Team Leader and are expected to contribute to strategic direction, operational support and improve our values and outcome focused way of working.

Your duties will include:

- Provide a high-quality service to support branches/offices and achieve customer satisfaction which is an essential element of the role
- Monitor the Intruder/Personal Attack and Premises alarm systems installed throughout the network and manage the response to alarms to ensure police are not called to false activations
- Provide the correct response to various types of incidents involving criminal activity against staff, premises, and value assets
- Provide security guidance to staff as and when required and help manage security incidents
- Respond to CCTV requests from numerous stakeholders including police forces, fraud departments and local branches
- Provide support to the Global Protective Security strategy as well as day-to-day business and new initiatives across HSBC sites in the region
- Operate, monitor, and maintain the physical and electronic protection systems installed within the branch/office network to ensure a quality service is provided
- Provide telephone support and technical expertise to the branch/office network and efficiently manage the alarm systems

Our Perfect Worker

- Prior experience in a security related role and/or financial institution is essential
- Prior experience in a security control room environment is desirable
- Good knowledge and understanding of security control procedures and systems is essential
- Knowledge of head office and retail branch working practices is desirable
- Be proficient in the use of software applications such as Microsoft Office.
- Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels
- Logical approach to problem solving in a proactive manner
- Be polite, helpful and diligent, with a 'can do' ethos. Should be able to provide the highest standard in customer service and work in a technical, fast moving and challenging environment under pressure. To make critical decisions in a changing environment is essential
- Be able to work without supervision and as a member of a team

It is crucial to have great communication and customer service skills. All our admin is digital and paperless, so you'll need to be tech-savvy enough to use our digital devices.

Our perfect officer will need to be aged 18 or over, a confident communicator who is a team player with the drive to always provide a friendly and professional service. Join G4S and you can also enjoy real career progression with a large international company - as the world's leading provider of security solutions, we offer loads of training and support. You'll be in safe hands from our induction and on-site training to regular reviews and welfare checks with our managers.

Key Information and Benefits

- 5.6 weeks holiday per year (8 of these will be in lieu of bank holidays, worked or not worked)
- Workplace Pension Scheme
- Progression training and development opportunities
- Life assurance benefit
- Contributory Healthcare Scheme
- Eyecare vouchers
- Employee Discount Schemes
- Refer a friend scheme
- Free uniform provided

Job Ref: 1G4S (G607)

G4S is a recognised Disability Confident Leader Employer, committed to fostering an inclusive workplace where everyone can thrive. We prioritise accessibility, support, and opportunity for all employees. Join our diverse and empowering team today!

About Staffline

Staffline are working in Partnership with G4S, providing a recruitment solution for security roles.

Please note that our job adverts are correct at the time of publication, but some details and job responsibilities are subject to change.

This job advert may not be copied, imitated or used, in whole or in part, by third-party websites, without prior written consent from Staffline.

A fantastic opportunity has arisen within G4S for a Protective Security Incident Management Officer , who will work at a prestigious financial institution in London where you will be required to carry out duties in a busy environment and carve out a career with the biggest name in security.

You must be able to demonstrate and deliver high quality guarding and excellent customer service to both our clients and service users.

This role does NOT require an SIA licence.

MUST apply with a up to date CV to be considered.

Position: Protective Security Incident Management Officer
Location: Canary Wharf, London
Pay Rate: £17.10 per hour
Contracted Hours: 40 hours per week
Shifts: Monday through to Friday covering 7am to 8pm, pattern will vary on rotation

Your Time at Work

You will report to the Security Control Room Team Leader and are expected to contribute to strategic direction, operational support and improve our values and outcome focused way of working.

Your duties will include:

- Provide a high-quality service to support branches/offices and achieve customer satisfaction which is an essential element of the role
- Monitor the Intruder/Personal Attack and Premises alarm systems installed throughout the network and manage the response to alarms to ensure police are not called to false activations
- Provide the correct response to various types of incidents involving criminal activity against staff, premises, and value assets
- Provide security guidance to staff as and when required and help manage security incidents
- Respond to CCTV requests from numerous stakeholders including police forces, fraud departments and local branches
- Provide support to the Global Protective Security strategy as well as day-to-day business and new initiatives across HSBC sites in the region
- Operate, monitor, and maintain the physical and electronic protection systems installed within the branch/office network to ensure a quality service is provided
- Provide telephone support and technical expertise to the branch/office network and efficiently manage the alarm systems

Our Perfect Worker

- Prior experience in a security related role and/or financial institution is essential
- Prior experience in a security control room environment is desirable
- Good knowledge and understanding of security control procedures and systems is essential
- Knowledge of head office and retail branch working practices is desirable
- Be proficient in the use of software applications such as Microsoft Office.
- Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels
- Logical approach to problem solving in a proactive manner
- Be polite, helpful and diligent, with a 'can do' ethos. Should be able to provide the highest standard in customer service and work in a technical, fast moving and challenging environment under pressure. To make critical decisions in a changing environment is essential
- Be able to work without supervision and as a member of a team

It is crucial to have great communication and customer service skills. All our admin is digital and paperless, so you'll need to be tech-savvy enough to use our digital devices.

Our perfect officer will need to be aged 18 or over, a confident communicator who is a team player with the drive to always provide a friendly and professional service. Join G4S and you can also enjoy real career progression with a large international company - as the world's leading provider of security solutions, we offer loads of training and support. You'll be in safe hands from our induction and on-site training to regular reviews and welfare checks with our managers.

Key Information and Benefits

- 5.6 weeks holiday per year (8 of these will be in lieu of bank holidays, worked or not worked)
- Workplace Pension Scheme
- Progression training and development opportunities
- Life assurance benefit
- Contributory Healthcare Scheme
- Eyecare vouchers
- Employee Discount Schemes
- Refer a friend scheme
- Free uniform provided

Job Ref: 1G4S (G607)

G4S is a recognised Disability Confident Leader Employer, committed to fostering an inclusive workplace where everyone can thrive. We prioritise accessibility, support, and opportunity for all employees. Join our diverse and empowering team today!

About Staffline

Staffline are working in Partnership with G4S, providing a recruitment solution for security roles.

Please note that our job adverts are correct at the time of publication, but some details and job responsibilities are subject to change.

This job advert may not be copied, imitated or used, in whole or in part, by third-party websites, without prior written consent from Staffline.

Job Title: Facilities Management (FM) Helpdesk Officer

Location: London Borough of Harrow, Forward Drive, Harrow, Middlesex, HA3 8NT

Salary: £18.22 per hour

Hours: Full-time

Job Purpose

The London Borough of Harrow is seeking a Facilities Management Helpdesk Officer to join its team. This role is essential to the smooth operation of the FM service, serving as the first point of contact for maintenance requests, service inquiries, and contractor coordination. The successful candidate will be responsible for logging, prioritizing, and resolving issues efficiently while maintaining clear communication with internal teams and external suppliers.

Key Responsibilities

• Act as the primary contact for all FM-related inquiries via phone, email, and the helpdesk system.
• Log, prioritize, and assign service requests to appropriate teams or contractors.
• Track the progress of work orders, ensuring timely resolution and stakeholder updates.
• Escalate urgent issues or unresolved requests to relevant personnel.
• Maintain accurate records of service requests, maintenance schedules, and compliance documentation.
• Coordinate planned preventive maintenance (PPM) activities and contractor visits.
• Generate reports on helpdesk performance, service level agreements (SLAs), and key performance indicators (KPIs).
• Assist with procurement by raising purchase orders and tracking invoices for FM-related services.
• Liaise with external contractors to schedule maintenance, repairs, and inspections.
• Ensure contractors comply with site policies, health & safety regulations, and agreed service levels.
• Verify completion of works and follow up on outstanding tasks.
• Provide courteous and professional support to staff, tenants, and external stakeholders.
• Keep requesters informed of the status of their service requests.
• Handle complaints and service escalations efficiently to ensure prompt resolution.

Essential Skills & Experience

• Previous experience in facilities management, customer service, or administrative roles.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and FM helpdesk software (e.g., CAFM systems).
• Ability to work under pressure and prioritize workload effectively.
• Strong attention to detail and problem-solving abilities.

Desirable Qualifications

• Experience in a facilities management environment.
• Knowledge of health & safety regulations and compliance standards.
• Understanding of SLA and KPI reporting within an FM setting.
• Proficiency in data management and reporting tools.

About Us

• Pertemps Recruitment Partnership has been a market leader in permanent and temporary staffing solutions for nearly 60 years. We are proud to be accredited as an Investor in People, which is reflected in our commitment to career progression and employee satisfaction. Recognized by The Sunday Times as one of the Best 100 Companies to Work For for 14 consecutive years, we prioritize a personalized approach in everything we do.
• The London Borough of Harrow is the 12th largest borough in London, celebrated for its cultural diversity and excellent transport links. Located just 10 miles from Central London and 13 minutes to Euston via Harrow & Wealdstone station, it offers convenient access via the Metropolitan Line, Watford DC Line, national rail services, and major road networks including the M1, M25, and A406.

Important Notice

The personal information collected from you will be shared with Cifas to prevent fraud, unlawful conduct, and malpractice. If fraudulent activity is detected, it may affect access to certain services or employment opportunities. Your data will also be used for identity verification. Further details regarding data protection and rights can be found at