Incident Manager

Job title:Incident Manager
Location: Nottingham
Salary: 27000 per annum
Shift pattern: 4 days on 4 days off working 07:0019:00

Benefits: Private Healthcare Pension 25 days holiday rising to 30 over 5 years Group Life Insurance Income Protection Gym Discounts Employee of the Quarter Employee Referral program and many more.

Passionate about technology and helping people As an Incident Manager in Nottingham where youll be the first point of contact for customers resolving technical issues and ensuring a seamless support experience from start to finish.

At XMA our people are at the heart of everything we do. Together we help organisations achieve more through technology while creating a workplace where people can grow belong and do their best work. If youre looking for a role where your contribution matters wed love to hear from you.

Exceptional service is at the heart of our customer experience. Join a team dedicated to solving problems delivering outcomes and building trusted customer relationships. Whether youre providing technical expertise service management or operational support youll play an important role in helping our customers succeed.

Together we turn ambition into achievement.

Please note that this role operates on a 4 days on 4 days off shift pattern working from 07:00 to 19:00.

What youll be doing:

• Acting as the first point of contact for technical incidents and service requests
• Logging managing and resolving support tickets in line with agreed SLAs
• Taking ownership of tickets and providing regular updates to customers
• Troubleshooting hardware software and end-user issues
• Escalating major incidents security concerns and unresolved technical issues where required
• Collaborating with wider technical teams to achieve successful outcomes
• Supporting users with advice guidance and training on IT systems and equipment
• Following ITIL-based service management processes and best practices
• Maintaining accurate records and documentation within the service management platform

What were looking for:

• Strong customer service skills with a customer-first approach
• Excellent verbal and written communication skills
• Experience using ticketing or call-tracking systems
• Ability to prioritise and manage multiple tasks effectively
• Strong troubleshooting and problem-solving skills
• A proactive attitude and willingness to take ownership of issues

Desirable

• ITIL Foundation certification or knowledge of ITIL processes
• Experience working within an IT Service Management (ITSM) environment

Inclusion

We believe that diverse perspectives experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive regardless of age disability gender identity race ethnicity religion or belief sexual orientation neurodiversity caring responsibilities socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow contribute and succeed in an environment built on fairness respect and belonging.

We know that creating an inclusive workplace is an ongoing journey and we are committed to listening learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Governments Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join develop and progress within our organisation.

As part of this commitment we operate a Guaranteed Interview Scheme offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process please contact us at and we will be happy to support you.

Keywords: L1 Service Desk Analyst L1 first line support customer service service desk analyst IT support technical support