Incident and Problem Management Analyst - 6 Month Contract- Inside IR35- Fully Remote

Incident and Problem Management Analyst - 6 Month Contract- Inside IR35- Fully Remote

Location: Remote
Contract: 6 months
Rate: £275 per day Inside R35
Start Date: ASAP

Role Overview:

We are looking for an Incident and Problem Management Analyst to join on a contract basis, serving as the first point of contact for technical support and incident resolution across the organisation. The role is responsible for managing the incident and problem life cycle, ensuring SLA compliance, and coordinating across Service Desk, ITSM, and SIAM teams to deliver high-quality service outcomes. Note: Active SC clearance is required.

Key Responsibilities:

• Act as the point of contact for all incidents and problem records, monitoring SLA compliance, chairing bridge calls, and coordinating escalation of major and high-priority incidents to consistent quality standards
• Identify, initiate, and conduct incident and problem reviews, ensuring timely closure of resolved records and producing postmortem reports with tracked actions for IT management
• Produce trend analysis of recurring problems and incidents by type, customer, department, and hardware, identifying process enhancement opportunities and driving resolutions
• Deliver high-standard communications to customers and IT stakeholders throughout incident and problem life cycles, representing the service management viewpoint in customer meetings and SLA reviews
• Coordinate with onsite and offshore teams across SIAM, ITSM, and business functions, supporting BAU deliverables within required turnaround times and quality standards, including on-call support outside business hours

Top 5 Skills:

• ITIL certification or demonstrable strong knowledge of ITIL incident and problem management processes - essential
• Proven experience in a busy service desk or ITSM environment managing incidents and problems, with strong understanding of SLA measurement and reporting
• Sound technical knowledge across ITSM tools and applications including MS Office and Teams, with experience working within Safe and Agile DevOps methodologies
• Excellent verbal and written communication skills with demonstrable customer management ability, including chairing meetings and leading communications across technical and non-technical audiences
• Strong interpersonal, planning, and leadership skills with the ability to work across onsite and offshore teams and provide on-call support - SC clearance required