Incident Management Analyst

Overview

Incident Management Analyst within the Service Desk & Incident Management team. The role focuses on ensuring effective incident communications, managing tickets within defined SLA parameters, and supporting bespoke incident management processes during critical or major events. Reporting to the Service Desk & Incident Management Lead, you will monitor daily aged ticket reporting, oversee key customer accounts, and maintain the tools used to manage these activities.

This is a hybrid role based in Harrogate.

• Manage and proactively ensure timely and appropriate updates are communicated back to customers.
• First level of incident escalation and work with resolver teams, suppliers, and the customer to manage the ticket to a satisfactory and quick outcome.
• Participate in monthly ticket and call quality checks for the Service Desk.
• Provide training and guidance to Support teams regarding Incident Management processes.
• Monitor ticket queues with emphasis on VIP and sensitive customer tickets.
• Ensure tickets are managed within defined SLAs and prevent breaches.
• Communicate and document new processes relevant to incident management.
• Create customer request RFO (Reason for Outage) documents and Major Incident Reports.
• Assist the Service Desk Team Leader and Customer Services Manager to integrate new customers and processes into the current support infrastructure.
• Identify new Problem Tickets and ensure they have appropriate ownership.
• See a problem or opportunity, take ownership, and act independently.
• Adhere to ISO certification standards for Redcentric Solutions Limited.

• ITIL 4 Foundation qualified or above.

• Highly customer-centric with a passion for providing excellent customer service.
• Excellent telephone manner, and strong communication and presentation skills.
• Experience in a busy customer environment, preferably in a technical and/or service provider area.
• Strong interpersonal and communication skills; tactful, diplomatic, and empathetic with customer issues.
• Strong analytical skills and a proactive, forward-thinking approach.
• Confidence to interact with team members at all levels, including team leaders, managers, and directors.
• Attention to detail to prevent SLA breaches and ensure adherence to processes.
• Willingness to learn and engage in unfamiliar areas of technology.
• Excellent time management and organizational skills, able to work under pressure.

• Technical Support Analyst
• 24/7 Technical Support Analyst
• Service Desk Team Leader
• Other Redcentric internal departments

The company hours are 9:00–17:30, Monday to Thursday, and 9:00–15:30 on Friday with one hour for lunch. Incident Management covers 08:00–17:30 on a rota basis with one hour for lunch. Shifts include:

• Monday – Thursday: 08:00–16:30 or 09:00–17:30
• Friday: 08:00–14:30, 09:00–15:30, or 11:00–17:30

Please note this is a hybrid role and candidates should live within a reasonable commuting distance to Harrogate.