Incident Coordinator

IT Support Analyst – 24/7, 365 Security & Incident Desk

Rotating shifts to cover 24/7 operations (timings to be confirmed).

Salary: £30,000 basic + 1.5x out‑of‑hours uplift + weekend enhancement + on‑call allowance. (Roughly £48k total package)

Scope

This role provides 24/7 rotating-shift coverage for a remote IT Support function focused on security incidents, call handling, and first‑line escalation management. Based in Stevenage, the position includes out‑of‑hours and weekend uplifts, plus on‑call allowances.

Responsibilities

• Act as the first point of contact for all incoming technical and security‑related calls, emails, and Service Now tickets.
• Provide first‑line triage, troubleshooting, and ticket logging for incidents, service requests, and alerts.
• Monitor security event queues and respond swiftly to escalations.
• Escalate issues to second‑line or specialist engineering teams where required, ensuring accurate handover.
• Maintain clear, timely, and accurate records in Service Now.
• Follow defined processes for incident response, escalation, and communication.
• Support 24/7 coverage through rotating shifts and at‑short‑notice shift flexibility.
• Contribute to continuous improvement of call‑handling and incident processes.

Required Experience

• Experience in an IT support, helpdesk, or call‑handling role (1st line or similar).
• Exposure to incident logging and escalation within IT service environments.
• Experience working with ticketing platforms (Service Now preferred).
• Prior work in fast‑paced support or security‑related teams is advantageous.

Required Skills

• Tech‑savvy with solid understanding of basic IT principles (networks, accounts, devices, access, security awareness).
• Strong proficiency with Microsoft Outlook, Excel, and Office 365 applications.
• Ability to respond quickly and logically to incidents and alerts.
• Confident communicator with excellent call‑handling skills.
• Process‑driven, organised, and able to work effectively with minimal supervision.
• Flexible and reliable, comfortable covering 24/7 shifts at short notice.
• Able to stay calm under pressure and maintain accuracy in time‑critical situations.

Required Education

• No formal degree required; however, relevant IT certifications (CompTIA A+, CompTIA Security+, Microsoft Fundamentals) are an advantage.
• Equivalent experience in IT support or service desk environments will be considered.