Direct message the job poster from HPRtalent
Ideally Newport, but will also consider candidates in London, Edinburgh or Manchester
Shifts: either 6am-2pm or 2pm-10pm
About the Role
We are seeking a detail-oriented IT Monitoring Specialist to join our clients dynamic service desk team. This role is integral to maintaining seamless IT operations by proactively monitoring system alerts and tickets, ensuring that critical incidents are swiftly escalated to the appropriate teams.
Following a structured training period, the successful candidate will also contribute to incident resolution, playing a key role in maintaining system efficiency and reliability.
Key Responsibilities
* Continuously monitor IT alerts, system notifications, and automated tickets.
* Identify, assess, and escalate critical incidents that could impact business operations.
* Categorise and prioritise tickets based on predefined escalation protocols.
* Communicate promptly with relevant teams, providing comprehensive incident reports.
* Maintain clear and precise documentation of escalations and system events.
Incident Assistance & Resolution (Post-Training)
* Assist in resolving basic IT incidents under supervision.
* Conduct initial troubleshooting following standard operating procedures (SOPs).
* Collaborate with Level 2 and Level 3 support teams for efficient incident resolution.
* Identify and escalate recurring issues to enhance response strategies.
* Work alongside IT support and operations teams to refine ticket handling processes.
* Support the analysis of system trends to improve proactive issue detection.
* Stay informed on best practices in IT monitoring and system management.
* Participate in training sessions to enhance incident resolution skills.
What We’re Looking For
* At least 1 year of experience in an IT support (3rd line), helpdesk, or monitoring role.
* Strong ability to triage and escalate tickets effectively.
* Familiarity with IT Service Management (ITSM) tools.
* Basic understanding of IT infrastructure, networking, and system administration.
* Keen attention to detail with the ability to identify and escalate critical system issues.
* Ability to thrive in a fast-paced, shift-based environment.
* Strong communication and problem-solving skills.
* IT certifications such as ITIL Foundation.
* Experience working in managed services or IT operations environments.
If you are a proactive individual with a passion for IT operations and system monitoring, we encourage you to apply and become part of our forward-thinking team!
To apply please email your CV to charlotte.mcfadzen@hprtalent.com
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
* Technology
* Information and Media
* IT System Data Services
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