Role
IT Support Analyst – 24/7, 365 Security & Incident Desk
Remote (Stevenage‑based contract)
Rotating shifts to cover 24/7 operations (timings to be confirmed).
Night shift example: 21:00 – 06:00
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 ServiceNow 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 ServiceNow.
- 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 (ServiceNow 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.