IT Incident Analyst

IT Incident Analyst - Newport / Hybrid - £42,856 + excellent benefits

Yolk Recruitment are working with a large, established organisation delivering essential services across the UK. They place a strong emphasis on reliability, accountability, and using data to continuously improve how technology supports the wider business. This is an opportunity to join a supportive IT Service team where incident data is actively used to improve performance, partner outcomes, and service quality.

This role would suit an experienced Incident Analyst who enjoys working closely with service teams, analysing data, and helping incidents move through to resolution efficiently.

This is what you'll be doing

• Monitoring ServiceNow queues, tracking incident progress, and identifying delays or bottlenecks that impact resolution times.
• Reviewing aged tickets, analysing trends, and providing recommendations to improve turnaround times and overall service delivery.
• Producing regular incident reports covering volumes, trends, and SLA adherence, with clear insights to support operational decision-making.
• Reviewing vendor-submitted incident reports to ensure accuracy, completeness, and compliance with SLA requirements, escalating any data gaps or issues.
• Analysing incident data to track trends and vendor performance, highlighting recurring issues or areas for improvement.
• Supporting the full incident lifecycle, monitoring progress and helping drive timely resolution in line with SLAs.
• Maintaining and updating incident management documentation to ensure records and processes remain accurate and up to date.

What you'll bring

• Proven experience in an IT Incident Analyst or similar role.
• Practical experience working within ITIL, particularly incident management.
• Strong analytical skills with the ability to interpret incident data and identify trends.
• Hands-on experience with ITSM tools, ideally ServiceNow.
• A solid understanding of SLAs and KPIs and how they're used to measure incident performance.
• Clear written and verbal communication skills, with confidence updating stakeholders at all levels.
• Experience contributing to process improvements and optimising incident management workflows.
• Strong attention to detail and a methodical approach to maintaining accurate records.

What you'll get in return

• Hybrid working (50% in office / 50% working from home)
• Flexible working opportunities
• 25 days annual leave plus bank holidays
• Retirement Savings Plan (pension) with Aviva: 5% employee contribution, doubling your contribution at 10% - totalling 15%
• 14 x salary Life Insurance linked to membership of the Retirement Savings Plan
• "Choices" flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash-plans
• Access to our Financial Wellbeing Programme - allowing you to manage your benefits flexibly to suit your financial needs
• Enhanced pay for parental leave
• Retail discounts and cashback scheme
• Discretionary annual bonus up to 10%

Interested?

If this sounds like a role you'd enjoy and you feel you could add value, please get in touch. We also offer a referral scheme for any candidates who are successfully placed.

For more information, contact Dan Newton at Yolk Recruitment.