IT Service Desk / Monitoring Analyst - Hosting & Cloud Leader

Competitive Salary + Benefits
30 Jan 2019
27 Feb 2019
Contract Type
Full Time

IT Service Desk / Monitoring Analyst - Hosting & Cloud Leader
Gateshead, NE11 0NQ
Competitive Salary + Company Benefits Package

Great opportunity to join team and develop technical skills. Great salary offered. Based Team Valley

We are 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 our 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 our 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.

Benefits we offer:

+ From day one: Death in Service x 4 + Access to our Rewards Discount Programme
+ Lots of social events
+ From 3 months: Up to 5% enhanced matching employer’s pension contribution
+ The following benefits on successful completion of probationary period: Private Medical Care
+ Health Shield Cash plan which includes access to an employee assistance programme
+ Optional enrolment in the Bike to work scheme
+ Optional enrolment in childcare vouchers scheme
+ Performance related bonus scheme
+ We also offer complimentary: Fresh fruit. Soft drinks/ fruit juice, tea, coffee. A selection of breakfast foods at each location

You may have worked in the following capacities:
Junior IT Technician, Graduate IT Engineer, 1st Line Helpdesk Engineer, Data Centre Technician, Trainee IT Engineer, Infrastructure IT Support Engineer, Server Engineer, IaaS Engineer, Hosting Support Engineer, Data Centre IT Engineer, 1st Line Technical Support, 2nd Line Technical Support, Hosting Engineer, Datacentre Support, NOC Engineer, Graduate IT Engineer.

Interested? Apply here for a fast-track path to the Hiring Manager

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.