Incident Management Analyst Harrogate/Hybrid Up to £24,500Role The Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events. As Incident Management Analyst, you will ensure that customers receive the best communication and service possible. It will be your job to ensure that support tickets are being managed correctly and within defined SLA parameters. Reporting into the Incident Management Team Leader, you will be responsible for daily aged ticket reporting, monitoring key customer accounts, bespoke communication processes, and the tools used to manage these activities. Key Responsibilities and Tasks Manage and proactively ensure timely and appropriate updates are communicated back to customers.First level of incident escalation and working with resolver teams, suppliers, and the customer to manage the ticket to a satisfactory and quick outcome.Part of the team assigned to performing monthly ticket and call Quality Checks for the Service Desk.Provide training and guidance to Support teams regarding Incident Management processes.Constant monitoring of ticket queues with particular emphasis on VIP and sensitive customer tickets.Ensuring tickets are managed within defined SLA''s and preventing a breach of those.Communicating and documenting new processes relevant to incident management.Creation of customer request RFO ..... full job details .....