Incident Analyst

Stowe Holdings is looking for a detail-oriented and proactive Incident Analyst to join our team. The Incident Analyst will play a key role in ensuring that incidents and service requests are managed within agreed Service Level Agreements (SLAs) and that customer and internal ticketing standards are consistently maintained.

You will be responsible for monitoring open tickets, identifying potential and actual SLA breaches, ensuring appropriate ticket movement, validating ticket information, and producing accurate SLA and operational reports for management and customers.

This role is ideal for someone who enjoys working with data, has excellent attention to detail, understands IT service management principles, and is confident in engaging with technical teams and management to drive accountability and service quality.

Key Responsibilities:

Ticket Monitoring & SLA Management

• Monitor open tickets and cases, with particular focus on pending tickets and those approaching or exceeding SLA.
• Identify, escalate and track tickets at risk of breach or already in breach.
• Engage with Service Desk, Systems Technicians, Systems Engineers and Team Leaders to drive timely resolution and ticket movement.
• Review tickets, cases and customer communications to ensure accurate information and adherence to ticket logging standards.
• Validate ticket data and identify missing, incorrect or inconsistent information.
• Compare customer call records against internal ticketing records and investigate discrepancies.
• Monitor trends relating to missed SLAs, pending upliftments, breach alerts, ticket volumes, data quality and update requests.
• Identify recurring process and quality issues and recommend improvements.
• Support ticketing protocol refreshers, training and quality initiatives.
• Provide accurate evidence and supporting information for internal and external audits where required.
• Champion service quality and continuous improvement.

Reporting & Analysis

• Compile and distribute daily missed-SLA reports to relevant Team Leaders, Service Desk Managers and Heads of Department.
• Prepare and publish pending upliftment reports for management.
• Produce daily customer open-ticket reports and provide updates on outstanding tickets.
• Compile daily, weekly and monthly SLA reports for corporate customers.
• Analyse ticket and SLA data to identify trends, risks, gaps and opportunities for improvement.
• Ensure reports are accurate, insightful, professionally presented and aligned with internal reporting standards.
• Provide additional reporting and analysis to management and customers as required.

Customer Service & SLA Validation

• Ensure customer feedback and updates are accurate, clear and provided within agreed timelines.
• Maintain professional, tactful and transparent communication with customers and internal stakeholders.
• Validate SLA compliance against contractual requirements for Level 1 and Level 2 support teams.
• Contribute to service validation activities and SLA sign-off processes.
• Highlight missed SLAs, pending upliftments and other service risks and ensure these are appropriately processed and escalated.

Key Requirements:

• 2-3 years’ experience in Incident Management, Service Desk, IT Support, SLA Management or a similar role.
• Strong understanding of SLA management, ticket monitoring, escalation and breach management.
• Strong Microsoft Excel and reporting skills, with the ability to analyse and interpret ticket/SLA data.
• Excellent attention to detail, organisation and time-management skills, with the ability to manage multiple priorities.
• Strong communication and stakeholder-management skills, with the confidence to engage with technical teams, management and customers.

Work Location: In person