> Markdown version of [/jobs/ext/2019348-it-service-desk-and-incident-analyst](https://www.wearedevelopers.com/jobs/ext/2019348-it-service-desk-and-incident-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk and Incident Analyst - **Company:** Caledonian MacBrayne - **Location:** Gourock, UK - **Salary:** £35,667.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Databases, Microsoft Office, Microsoft Servers, Server Operating Systems & Platforms, User Administration - **Published:** August 11, 2026 - **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2919346011-2 ## About the Role Are you passionate about technology and thrive on solving problems? Do you enjoy delivering outstanding customer service while working in a fast-paced IT environment?, You'll bring a combination of technical expertise, problem-solving ability and excellent customer service skills, including, * Previous experience in a Service Desk, Incident Management or similar IT support role. * Experience working within Microsoft environments. * Strong Microsoft user administration experience, including: * Active Directory * Microsoft 365 / Office 365 * Understanding of: * Event monitoring and management technologies * Virtual and physical server environments * Replication technologies * Network, server, database and application resilience concepts * Experience engaging with a variety of stakeholders and customers. Personal Attributes * A collaborative team player with a positive, proactive approach. * Highly organised with excellent planning skills. * Calm under pressure with the ability to think logically and troubleshoot effectively. * Strong verbal and written communication skills. * Excellent relationship-building, networking and influencing abilities. * Able to prioritise workloads and deliver against competing deadlines. * Analytical, objective and committed to delivering exceptional customer service. ## Description We're looking for an IT Service Desk & Incident Analyst to join our team and play a vital role in maintaining the high standards of IT support our colleagues rely on every day. Working within a predominantly Microsoft environment and utilising Freshservice as our IT Service Management platform, you'll be at the heart of resolving technical issues, managing incidents, and ensuring business-critical services remain available and performing at their best. This is an exciting opportunity for a proactive and customer-focused IT professional who enjoys troubleshooting, collaborating with stakeholders, and driving service excellence. What You'll Be Doing As our IT Service Desk & Incident Analyst, you'll: * Act as the first point of contact for IT incidents, service requests and technical support queries. * Log, prioritise, investigate and resolve issues within agreed service levels. * Diagnose and troubleshoot problems, escalating where required. * Monitor incidents through to resolution, keeping users informed throughout. * Identify recurring issues and support root cause analysis to drive long-term improvements. * Manage service request queues and deliver excellent customer service. * Participate in out-of-hours support when required., If you're an enthusiastic IT professional who enjoys resolving incidents, improving services and delivering excellent customer experiences, we'd love to hear from you. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [Responsibility Beyond Code - Build with Societal Impact In Mind](https://www.wearedevelopers.com/videos/100041-responsibility-beyond-code-build-with-societal-impact-in-mind) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)