241 Incident 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.

IT Service Desk Analyst - Surrey (Hybrid, Permanent)

Salary: £34,000-£3,000 | Immediate Start

We are seeking a skilled and customer-focused IT Service Desk Analyst to join our busy IT team in Surrey. This permanent role offers a hybrid working model and the opportunity to support IT services across a dynamic environment, delivering excellent technical support and ensuring high levels of customer satisfaction.

Key Responsibilities:

• Provide first-class IT support to end users, including incident management, request fulfilment, and troubleshooting hardware/software issues.
• Deliver support for Windows 11, Microsoft Office/Office 365, Active Directory, SCCM patching, and account administration.
• Log, categorise, prioritise, and resolve incidents in line with ITIL best practices and Service Level Agreements.
• Collaborate with colleagues, third parties, and other teams to resolve issues efficiently.
• Participate in Change Management, Problem Management, and project work as required.
• Maintain accurate documentation, asset management, and regulatory compliance (SOX).
• Support office moves, technical upgrades, and the development of productivity tools such as Microsoft Power Apps.
• Contribute to continuous improvement of IT processes and service delivery.

Requirements:

• 5+ years' Service Desk or IT support experience in a busy environment.
• Strong knowledge of ITIL processes and practical application.
• Proven expertise in Windows 11 support, Office 365, SCCM, and PC hardware/software troubleshooting.
• Experience with Active Directory, remote support tools, and maintaining technical documentation.
• Excellent customer service, communication, and collaboration skills.
• Ability to work flexible hours, including a weekly rotated shift pattern, occasional Saturdays, and on-call Sundays.
• Experience in Financial Services is highly desirable.

Benefits:

• Competitive salary ( 4k- 3k)
• Permanent, immediate start
• Hybrid working model
• Opportunities for career development and skills enhancement

Connect2Luton are excited to recruit a Service Desk Analyst on behalf of Luton Borough Council.

Main purpose of position:

On an operational level the role will respond to Incidents and Service Requests (including Major Incidents). They will contribute to the resolution of Incidents and Service Requests problems identified and building solutions for the knowledge base. Within the day-to-day service the role will contribute to the delivery of continuous improvement of the process and supporting systems into the Authority. The post holder will be part of a team and will be assisting the Service Desk Lead and Service Delivery in the control and success of the Service Desk function that handles customers' issues or requests with professional attitude. Responsible for the triage and actions on both Incidents and Service Requests received by the Service. The post can greatly influence the direction and success of general day to day operation of the Service. The role will be a system administrator for the Councils corporate IT Service Management tool and assisting with the maintenance of access control of circa 3500 user accounts across the Council's 150+ sites which include libraries, schools, community centres, social services establishments as well as the Council's main central offices.

You will be responsible to:

• Create and perform triage actions to all support calls and tickets from the user community into the IT Service Management tool. Ensuring accurate and necessary information is obtained and appropriate categorisation for incidents and requests is applied and promptly allocates ticket.
• investigate first stage diagnostic on all tickets, acting on own initiative, within stated guidelines and in conjunction with other members of the team. Apply skills to resolve all assigned incidents before referring to application and/or technical support.
• Administration of categorised Service Requests (e.g. New Starter, Leaver and transfers) relating to access to Luton's Windows Active Directory structure, primary email systems, ensuring that a full audit trail of changes are maintained within Active Directory and the IT Service Management tools.
• Follows up reported complex incidents to ensure timely resolution or escalation, and promptly communicate on progress to end-user, requests are fulfilled, and the customer communication is complete.
• Ensure that incidents and requests are handled in accordance to agreed SLAs. Develop and maintain a comprehensive knowledge base, including technical articles and self-help guides for end-users.

Skills and Experience:

• Demonstrable experience of providing IT Customer support
• Demonstrable experience working in a busy IT service desk environment; using an ITSM tool to create, update and manage tickets with precision and attention to detail
• Some experience technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools
• Able to manage Windows Active Directory and Microsoft exchange (both On-premises and Azure/Exchange, Office 365 solutions)
• Able to administer Windows AD file system security settings
• Able to maintain accurate hardcopy and computerised records
• Able to use Microsoft Office or equivalent applications competently
• Demonstrable understanding and operational knowledge of ITSM frameworks e.g. ITIL v3 or 4 Demonstrable experiences of ITSM tooling administration
• Working hours will be on a rota basis between 7am and 7pm Monday to Friday

About Us

Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council.

Our heritage and being local government owned which means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years.

We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates.

Connect2Luton is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Luton is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.

• Weekly shift covering 07:00 – 18:00 Monday – Friday.
• 1 in 4 Saturdays 09:00 – 17:00
• 1 in 4 Sundays ON CALL from 06:00 – 18:00
• Provide cover during Bank Holidays throughout the yea

• Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
• Employee car scheme for you and family – fully insured
• Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
• 25 days holiday rising with service
• Private Medical Healthcare
• Group Income Protection cover with Aviva
• Employee Assistance Program
• Onsite gym, Sports and Social Club
• Wellbeing hour each month
• Two volunteering days per year
• Reward gateway voucher discounts
• Annual events (e.g., summer party, BBQ & Xmas party)

• 5+ years' experience in Service Desk support
• Working knowledge and understanding of ITIL framework
• Demonstrable troubleshooting and problem resolution skills
• Strong experience of Microsoft Windows 11 support and installation
• Strong Microsoft Office and Office 365 skills
• Client patching and collection management using SCCM
• Active Directory and other account administration experience
• Strong documentation skills
• Experience working to Service Level Agreement targets
• Ability to use remote control tools and provide effective telephone / remote support
• Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software
• Ability to assimilate new knowledge and skills, applying analytical thinking to identify root causes or problems and apply them at a practical level

• Windows Operating System - Windows 11
• Microsoft AD Admin tools
• Palo Alto Global Protect
• Microsoft Office 365 Admin & Support
• SharePoint
• Microsoft Teams Collaboration Tools
• MFD’s
• SAP Concur
• ePDQ
• Crowdstrike ED&R
• Qualys Vulnerability Management
• Microsoft System Center Configuration Manager 2016
• InTune Mobile Device Management
• Banking systems including CitiDirect, Barclays.Net, ING
• Bespoke CRM and POS systems
• Windows Server
• Contact Centre as a Service such as TalkDesk
• ITSM systems such as Freshservice
• Microsoft Power Applications

• Ensure all incidents and service requests are successfully logged and accurately identified, categorised, prioritised, diagnosed and managed, while delivering excellent and clear communications of incidents, ensuring the customer is satisfied with the resolution of the call prior to closure.
• Work with third parties and colleagues to investigate, accurately diagnose, analyse & resolve issues and service interruptions
• Refer all requests that cannot be directly resolved at Service Desk level to the appropriate person, team or service provider whilst ensuring the customer is communicated to effectively.
• Escalate Major Incidents or complaints as appropriate.
• Identify and report recurring incidents to BTS Service Desk Management team to prevent problems.
• Attend bi-weekly problem management meeting where required to represent the Service Desk, and Weekly CAB where required to present and represent Service Desk   
• Own all enquiries and ensure that the customer is kept up to date and informed of progress. 
• Complete daily reports (when assigned) to ensure all active attacks and vulnerabilities are resolved and removed from the vulnerability report.  Liaise with 3rd level teams where appropriate.  This applies to client and mobile devices.

Service Desk Analyst – onsite in Halifax – 3 days per week

We are looking for a Service Desk Analyst with knowledge of Active Directory as well as general Windows support to work as part of an onsite team 3 days per week.  The role will be to perform daily tasks, maintain systems and networks as well as small low-level projects. 

This is an office-based role, to be based in the Halifax area and will require the following skills and experience:

Required Skills and Experience:

• Background working in IT support
li>Knowledge of Active Directory, DNS and DHCP  li>Experience of Windows Operating Systems
• Experience across the install, repair and upgrade of equipment
• Experience of working with an IT Ticketing System 

Service Desk Engineer
£30,000 - £37,000 plus benefits including IT training and certifications
London, NW1
Key Words: IT Support, MSP, Managed Services, IT Managed Services, 1st Line, 2nd line, Service Desk, Helpdesk, Help Desk, PC, Mac, Active Directory, Cloud, Office 365, Server, Azure.

• Do you want to work for a company which listens to and values its staff, as well as offers support and training for IT certifications?
li>Are you looking for the next step in your career and the chance to work with cutting-edge technologies?

My client is a well-established IT Support company based in Camden with an excellent reputation and a loyal client base. They have a strong IT Support team, a fantastic working environment and offer their staff payment and support for IT certifications and training. This role will give you the chance to play a key role in a growing team and gain exposure to the most up to date and a wide variety of technology.

Service Desk Engineer Duties:

• To be part of a small team responsible for all incoming client requests, triaging and progressing all support requests via phone, email and remote tools all while providing an exceptional client experience.
• Build positive client relationships through exceptional client service, tenacity and the willingness to do the right thing!
• Take responsibility for and co-ordinate escalated tickets with other team members
• Diagnosing, troubleshooting, testing, repairing and servicing hardware
• Build and deploy PC’s and other devices to clients’ networks
• Create, update and maintain documentation relating to clients’ environments

Service Desk Engineer Requirements:

< i>IT Support / 1st Line Support / IT Helpdesk experience within an MSP (IT Managed Services) organisation
• AZ-900 and MS-900 certifications preferred

• IT knowledge and experience of:

• Active Directory & Group Policy management
• Mac OSX
• Microsoft Azure
• Microsoft Office
• Microsoft Windows PC & Server
• O365
• Switches, routers & firewalls,
• TCP/IP & network troubleshooting
• VPN’s

< i>Exceptional client support skills with a desire to provide an excellent client experience.
• Confident personality with excellent written and verbal communication skills, comfortable dealing with all levels of clients
• Pro-active attitude with a willingness to learn and develop
• Self-starting team player who can work on their own initiative, capable of identifying, owning and developing solutions to resolve repetitive issues
• Solid troubleshooting, problem solving and analytical skills
• Ability to multi-task and prioritise your workload while maintaining excellent attention to detail and exceeding KPI’s.

In return, my client offers the chance to develop your experience and technical expertise quickly, support and payment for IT training and certifications, the chance to play a key role in a growing business and the opportunity to work for a company who truly values their staff. Sound interesting and something you would love to be part of? Apply today!

Integral Recruitment as acting as an employment agency regarding this vacancy. 

Service Desk Engineer

Up to £32,000 per annum - DOE

Full Time - Onsite

Location: Leeds – Marshalls Mill, Holbeck

At Afinite we're looking for a proactive and positive Service Desk Engineer to join our team and support our customers with valuable IT support for Microsoft 365 environments.

About Us

We're a Leeds-based IT services and consultancy provider dedicated to helping organisations succeed through technology.

Working with clients across the UK, EU, and US, we deliver IT solutions that drive growth, efficiency, and reliability. Known for our technical expertise and transparent, approachable service, we build lasting partnerships with clients based on trust.

Core Role

Working under direction from the Service Desk Team leader, you will help deliver an excellent level of service — supporting our customers who operate across a wide range of industries, primarily utilising the Microsoft 365 platform. The successful candidate will be at ease talking to clients on the phone, in person, and electronically.

As well as servicing user-initiated requests, you will also be required to setup new devices for customers and participate in training and development of your skills. Through clear communication, proactive problem-solving, and issue resolution, you’ll play a key part in ensuring our clients' success.

Day-to-day, you will engage customers via email and phone, collaborating to resolve and progress their queries. When necessary, you’ll escalate issues appropriately to ensure a smooth service experience. You’ll also configure and support end-user equipment, manage server and Microsoft 365 infrastructure, and work alongside our business support team to produce client quotes and ensure accurate billing.

This role is about communication and collaboration as much as technical skill. By working with the other members of the team, you can help us provide an excellent service to our customers.

Competencies

• Communication - Strong verbal and written communication skills, enabling clear interaction with clients at all levels to resolve technical issues across diverse sectors
• Delivering Results - Approach challenges proactively, using problem-solving and critical thinking to deliver exceptional service, even when under pressure
• Exceeding Client Expectations - Maintain a professional, positive attitude, consistently going the extra mile to exceed client expectations and ensure smooth service delivery.
• Commercial Awareness - Understand your role in the organisation and its services, contributing to both your development and that of the company by identifying opportunities for improvement.
• Delivering Value - Proactively address client challenges with critical thinking and resilience along with a desire to learn new skills and identify trends to explore and develop within the business.
• Collaboration and Teamwork - A positive team player and self-starter.

The ideal candidate will have the following experience:

• Service Desk: 3+ Years (preferred)
• IT Support: 3+ Years (preferred)
• Working within a service provider (preferred)

And the below skills:

• Experience administering and configuring the Microsoft 365 platform, including Microsoft Entra, Exchange Online, Teams, SharePoint, and OneDrive.
• Familiarity with Microsoft InTune and Windows AutoPilot for managing settings and device compliance policies.
• Experience with Android, iOS, macOS, and Windows (10 and later).
• Ability to assemble and replace PC parts.
• Strong attention to detail and excellent telephone manner to communicate clearly with clients.

A full job description is included on the application page.

What is on offer:

• City centre location with free on-site parking.
• 8% employer pension contribution.
• Performance-related annual bonus.
• Professional development support allowance.

Click apply now and upload an up-to-date CV.

We have a great opportunity for a Service Desk Analyst, to work on a temporary basis,

to start asap, for 3 months. Based in Eastleigh.

To start asap, for 3 months

Service Desk Analyst

Pay Rate 14.88 to 15.62 dependent on experience

Mon to Fri - 8am to 5pm - flexibility needed, with some additional cover required

Working fully on site

Based in Eastleigh

Free parking

Purpose:

To provide an effective and efficient Service Desk support service to all users to resolve problems as speedily as possible to ensure the Service receives maximum utility from ICT resources.

• Proactively and reactively gather information from customers and provide them with an appropriate solution to problems encountered with the ICT systems by apportioning and prioritising engineers time, or by assisting the user directly in order to maximise systems utilities to the Organisation.

• Record and actively monitor the progress of users calls to ensure that calls are dealt with within agreed timescales, resources are effectively utilised, and information can be collated to identify trends and facilitate management decision making.
• Assist with the preparation of asset reports or data spreadsheets for Service Desk Team Lead and external bodies to facilitate decision making and enable the Service to make full use of all resources and obtain the best possible value.

• Actively monitor the security and integrity of all ICT systems in line with ISO27001 standards to ensure the provisions of the Data Protection Act are met and that high standards of good practice and confidentiality are maintained.

• Conduct periodic health checks on equipment and identify problem areas which maybe resolved by implementing a system of testing, put forward recommendations to ensure systems are fully utilised and operational needs are met.

• Maintain an up-to-date knowledge of software packages in use throughout The Service in order to offer a high degree of user support. Actively carry out independent research and learning to maintain this level of knowledge and highlight the need for training courses where appropriate.

• Good working knowledge and experience of maintaining current IT hardware, desktops, laptops and associated peripherals.
• Minimum 1yrs experience of working on a Corporate IT Helpdesk.
• Broad knowledge of general current IT issues.
• Will have a full, clean U.K. driving licence and access to a vehicle.
• Evidence of ability to communicate effectively, verbally and in writing to people at all levels with a strong commitment to customer care.
• Must be able to summarise verbal information and explain technical concepts in plain English.
• Must have experience or in-depth training in effective telephone use with a professional approach.
• Building Laptops
• Will have experience of working in an environment where accuracy and attention to detail are requirements of the role
• Proven Logical and methodical approach to work processes
• Experience of providing support and working collaboratively in a team

environment.

• Experience of proactively pre-empting and resolving potential conflict situations.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.