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AWS Service Desk Analyst - Newcastle

IT roles
Ref: 51 Date Posted: Wednesday 24 Apr 2019
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* Cloud Service Desk - Great opportunity to join new team. Based Team Valley, Gateshead *

 

Pulsant is a leading UK provider of hybrid cloud solutions, expert colocation and infrastructure services across several key industry sectors.

 

We have big ambitions for the future – and want to speak to the right people with the right energy and values to take us there.

 

The Service Desk Analyst (AWS) works within Pulsant’s 24x7 Service Desk team supporting AWS customers.  The role is responsible for supporting a wide range of Pulsant services for customers with solutions in AWS, providing support services following ITIL best practices.

 

Key Responsibilities:

 

  • Be the first point of contact for all AWS support tickets created in Pulsant’s ITSM ticketing system
  • Assess the impact and urgency to prioritise and act to resolve each ticket based on defined procedures
  • Respond to each ticket within the agreed Response SLA
  • Quickly escalate tickets that cannot be resolved to the appropriate customer support team in line with Pulsant support processes
  • Resolve Incidents, Requests and Changes within the agreed target Resolution SLA

 

Skills & Experience

  • Previous proven experience in a customer facing role
  • A willingness to work flexible hours - Shift work 24/7, with 12 hr shifts.
  • Knowledge of cloud technologies
  • Some knowledge of supporting Linux
  • Some AWS experience
  • A basic general understanding of most of the following would be a distinct advantage:
    • Networking
    • Firewall
    • VPN
    • Virtualisation
    • Windows OS
    • Linux OS
    • Domain/DNS

 

In addition to the opportunity to be based in our new offices in Team Valley - and developing your technical skills - you will benefit from a great salary, bonus, pension, private health care, free breakfasts and a fantastic team focussed work environment.

 

We have a commitment to building inclusive workplaces; we value diversity in our workforce and welcome enquiries from everyone.