Incident Support Analyst

Location: Ripon

Yorkshire and Humberside

Other information: Mon-Fri 7am-4pm

Salary: £Competitive

Job Title: Incident Support Analyst

Location: Ripon

Contract: Permanent

Hours: 40 hours per week, Monday – Friday 7am – 4pm


The role:

To work as part of the Incident Management team within the Service Operations section of Wolseley UK IT.   The team facilitate the management of high impact, high profile incidents; seeing these through to a successful and timely resolution.

The role is to assist in ensuring relevant focus across IT, for business critical issues and ensure all teams understand their role during priority incident activity. The role involves working closely with and building strong working relationships with all relevant technical/process teams and third parties.


Key responsibilities:

  • Management of critical, high impact, high profile incidents through to a successful and timely resolution
  • Creation and publication of Major Incident communications to relevant parties, including affected users to set expectations, or communicate workarounds
  • Take action as required for major/sensitive incidents (Hierarchical escalation)
  • Initiating and completing reviews of incidents
  • Help ensure incident management process is efficient and effective
  • Additional responsibilities as defined by the Incident Manager or Service Operations Manager
  • Working to appropriate standards to achieve the team KPIs
  • Assisting with the production of metrics and KPIs in relation to incident management and  the team
  • Progressing Continual Service Improvement activities
  • Activity will include the management of network and telephony related incidents, which require significant monitoring, communication and management. This will therefore also require building of strong working relationships with Wolseley colleagues across branches, through to director level where appropriate.
  • Also included will be assistance in coordinating technical resources and the production of communication with users and Wolseley UK management in relation to high priority issues and Major Incidents.
  • In addition you will support strategic projects and initiatives which involve the Service Operations team.


You will have:


  • Attention to detail and strong organisational skills
  • Good oral and written communication skills
  • Relationship management (internal/external)
  • Customer service orientation
  • Good negotiation skills
  • Good interpersonal and influencing skills (consensus building, conflict resolution, etc)
  • Significant  experience of working within a Service Desk or Incident Management environment
  • Decision-making skills


  • Good knowledge of ITIL-based processes and relevant certification 
  • An understanding of Information Technologies used by Wolseley
  • Service orientation skills.


About Wolseley:


Wolseley is FTSE100 Company and the world’s largest trade distributor of plumbing and heating products and a leading supplier of building materials. The company is organised into trading brands, serving distinct customer groups. The brands are market leaders with outstanding reputations for supplying professionals in the construction market.


Wolseley UK also invests heavily in people through a company-wide training structure focused on developing core skills, and offers an award-winning pension and rewards package.


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