Queen Square Recruitment
Incident Analyst
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Incident and Problem Management Analyst
Location: Warrington – Full time onsite during the initial training period (up to 5 weeks, depending on completion), transitioning to a hybrid model of 1–2 days onsite per week based on business needs.
Start date: ASAP
Contractor Rate: £275 to £290 per day inside IR35. Extra pay for on call - hourly rate pro rata
Duration: 6 to 12 months initially
Clearance: Must be SC Cleared
Role Summary
Our client is seeking an experienced Incident & Problem Management Analyst to coordinate incident resolution, drive problem investigations, and support continuous service improvement within a complex IT infrastructure environment. You will apply strong ITIL expertise, lead bridge calls, manage stakeholder communications, ensure SLA compliance, and maintain high-quality BAU delivery.
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Key Responsibilities
- Act as the main contact for all Incident & Problem Records.
- Monitor SLAs, drive incident reviews, and ensure accurate closure.
- Lead and chair major incident bridge calls.
- Guide Incident Process Coordinators and collaborate with SIAM, ITSM, Service Desk, and business teams.
- Manage full major incident lifecycle: diagnosis, escalation, comms.
- Produce trend analysis and support long-term root-cause remediation.
- Represent service management in customer meetings and project discussions.
- Deliver process improvements and ensure BAU quality and turnaround are met.
- Provide clear stakeholder communication across the organisation.
- Support on-call rota duties as required.
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Essential Skills & Experience
- ITIL certified or strong demonstrable ITIL knowledge.
- Proven Incident & Problem Management experience in an ITSM environment.
- Strong understanding of ITSM tools, SLA reporting, metrics, and escalation.
- Experience within busy service desk or infrastructure environments.
- Excellent communication, negotiation, interpersonal and customer-service skills.
- Ability to lead incident calls and engage senior stakeholders.
- Strong analytical and operational decision-making.
- Experience with onsite/offshore teams and out-of-hours support.
- Proactive approach with focus on service excellence and improvement.
If you have the relevant skills and experience, please do apply promptly to be considered
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