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
1. Monitoring ServiceNow queues, tracking incident progress, and identifying delays or bottlenecks that impact resolution times.
2. Reviewing aged tickets, analysing trends, and providing recommendations to improve turnaround times and overall service delivery.
3. Producing regular incident reports covering volumes, trends, and SLA adherence, with clear insights to support operational decision-making.
4. Reviewing vendor-submitted incident reports to ensure accuracy, completeness, and compliance with SLA requirements, escalating any data gaps or issues.
5. Analysing incident data to track trends and vendor performance, highlighting recurring issues or areas for improvement.
6. S...