Job Title

RoleIT Support Analyst – 24/7, 365 Security & Incident DeskRemote (Stevenage‑based contract)Rotating shifts to cover 24/7 operations (timings to be confirmed).Night shift example: 21:00 – 06:00Salary: £30,000 basic + 1.5x out‑of‑hours uplift + weekend enhancement + on‑call allowance. (Roughly £48k total package)ScopeThis 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.ResponsibilitiesAct 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 ExperienceExperience 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 SkillsTech‑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 EducationNo 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.