Incident & Problem Management Analyst

Incident and Problem Management Analyst
Warrington (Onsite)
Up to £45,000

Overview:
We're looking for an Incident and Problem Management Analyst to support our IT infrastructure team. The ideal candidate will be SC Cleared (or eligible) and have experience in managing incidents and problems in a fast-paced technical environment.

Key Responsibilities:

• Act as the primary contact for all incident and problem records
• Monitor SLAs, coordinate incident reviews, and ensure timely closure of tickets
• Lead bridge calls and manage high/major incidents end-to-end
• Collaborate with service desk, IT teams, and business stakeholders to drive resolution
• Conduct root cause analysis and problem reviews with follow-up actions
• Provide clear, regular communication to customers and internal teams
• Analyse incident trends and contribute to continuous service improvement
• Attend service meetings, represent service management in projects, and suggest process enhancements

Requirements:

• ITIL certified or equivalent experience
• Strong understanding of ITSM processes, especially incident and problem management
• Skilled in using ITSM tools, MS Office, and collaboration platforms
• Excellent communication, coordination, and customer service skills
• Experience working in service desks or similar environments
• Ability to lead meetings, manage escalations, and deliver under pressure
• Willingness to support out-of-hours on-call as required
• Comfortable working with both onsite and offshore teams

Please send your CV for Immediate consideration.