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IT Service Desk / Monitoring Analyst - North East

IT roles
Ref: 42 Date Posted: Wednesday 13 Feb 2019
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* Great opportunity to join team and develop technical skills. Based Team Valley *

 

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.

 

We are seeking customer facing, technical service desk professionals to work as part of a busy support team - monitoring a wide range of Pulsant services, acting to prioritise and resolve alert tickets in order to resolve customer issue quickly and professionally.

 

You will be the first point of contact for all alert tickets created in Pulsant’s ITSM ticketing system. Using your excellent communication and prioritisation skills, your main responsibility will be to:

  • Assess the impact and urgency to prioritise and act to resolve each alert based on defined procedures
  • Respond to each alert within the agreed Response service level
  • Quickly escalate alerts that cannot be resolved to the appropriate technical support team within the business
  • Keep customers and the team updated on progress while resolving open tickets

 

Skills & Experience

 

We are seeking individuals with proven IT support / Service Desk experience, strong communication skills and the ability to handle challenging work situations.

 

Additionally, you should ideally have a basic understanding of ITIL together with some of the following: Networking, Firewall, VPN, Virtualisation (VMWare), Windows OS, Linux OS, Backup Software (Asigra/Veeam), Domain/DNS.

 

You will also have a willingness to work shifts where required.

 

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.