About the role

Do you have hands on experience working within IT Support?

Do you want to work for one of the UK's leading hybrid cloud specialists, providing trusted cloud, colocation and networking services with a core focus on security, resilience and connectivity. We have c340 employees based in our offices in London, Maidenhead, Manchester, Newcastle and Edinburgh.

If a great team culture, real focus on well-being and a desire to work for a supportive company that cares about its’ people is up there with training and career development – then this role is for you.

The Monitoring Analyst works within the 24x7 Monitoring team. The role is responsible for monitoring a wide range of the client's services, acting to prioritise and resolve alert tickets created within their ITSM ticketing system based on defined procedures.

You will work closely with the Service Desks and Customer Support teams to continually improve ticket response, resolution and service availability.

Key Responsibilities:

• Be the first point of contact for all alert tickets created in the ITSM ticketing system

• 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 SLA

• Quickly escalate alerts that cannot be resolved to the appropriate customer support team in line with the Event Management process

Skills & Experience:

• Previous proven experience in a customer facing role

• A willingness to work flexible hours - Shift work 24/7, with 12 hr shifts.

• Excellent English language (both written and spoken)

• High level of professionalism while communicating and dealing with customers and challenging work situations

• Basic understanding of ITIL

• A basic general understanding of most of the following: Networking, Firewall, VPN, Virtualisation (VMWare), Windows OS, Linux OS, Backup Software (Asigra/Veeam), Domain/DNS,

• Knowledge of Infrastructure systems specifically event management

In addition to a great salary and the opportunity to work in a fantastic team focused work environment, we offer:

• Market leading training

• Hybrid working

• Private Healthcare

• Company Pension

• Cycle to work scheme

• Pulsant Rewards

• Free breakfast & snacks

If you’re interested in this position of Monitoring Analyst , send across your CV and a member of our team will be in touch!