Location
Newcastle upon Tyne | United Kingdom
Job description
JOB DESCRIPTION
Job title: Monitoring Analyst
Location: Newcastle
Reporting to: Proactive Management & Monitoring Team Leader
Reporting in: Customer Support
Background:
Pulsant is a leading UK provider of hybrid cloud solutions, colocation and infrastructure services. We are actively growing the teams across the UK. These roles are based in our NE office at Maingate.
Role context and purpose:
The Monitoring Analyst works within Pulsant’s 24x7 Monitoring team. The role is responsible for monitoring a wide range of Pulsant services, acting to prioritise and resolve alert tickets created within Pulsant’s ITSM ticketing system based on defined procedures.
The purpose of the Monitoring team is to maximise availability of services and to ensure that incidents are dealt with professionally and quickly. Pulsant’s Monitoring team works closely with the Service Desks and Customer Support teams to continually improve ticket response, resolution and service availability.
This is a customer facing role and as such, excellent communication and service ethos is mandatory.
Role & Responsibilities:
- Be the first point of contact for all alert tickets created in Pulsant’s 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
- Provide input based on experience to improve procedures
- Input into the Continual Service Improvement and Problem Management processes with the aim to reduce the overall number of alerts
- Keep customers (both internally and externally) updated on progress while resolving open tickets, communicating using the most appropriate method (written and spoken)
- Contribute to Pulsant’s Knowledge Base and documentation
- Maintain and develop own knowledge and skills to assist with first time resolution
Additional Responsibilities:
- Flexibility is required of all job holders to adjust responsibilities as required from time to time by their Line Manager/Divisional Director
- The content and reporting lines detailed in this job description may be reviewed and changed from time to time to reflect organisational requirements
- This list is not exhaustive but provides an indicator of likely tasks and responsibilities
Skills & Experience
Essential
- 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
- An enthusiastic, positive, self-motivated and self-starter, able to carry out pro-active tasks during less busy periods
- High degree of accuracy and attention to detail
- Good organisation and time management skills
- Good analytical and problem-solving skills
- Basic understanding of ITIL
- A team player but also able to work on own initiative with minimum supervision
- IT literate
- 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
- Understanding of trend analysis
- Excellent investigative skills.
Desirable
- ITIL accreditation
- Related IT qualification
- A basic understanding of Computer Operating systems and the use of the command line
- Experience with Service Now
- Exposure to Cloud based technologies
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Job tags
Salary
