Service Desk Monitoring Specialist
4 weeks ago
About the Job:
As a Service Desk Monitoring Specialist at Pyramid Global Technologies, you will play a crucial role in ensuring the smooth operation of our IT services. Your primary responsibility will be to monitor and respond to alerts from our servers and devices hosted in the data centre.
Key Responsibilities:
- Monitoring team member responsible for taking calls from business users, logging tickets, and taking action to close or triage tickets to relevant support teams.
- Processing email support requests from client users, logging tickets, and taking action to resolve or triage tickets to relevant support teams.
- Escalating priority tickets, including P1 and P2 tickets, to relevant teams as outlined in the SOP.
- Communicating with business users as required.
- Working closely with track leads and delivery managers to ensure all assigned tickets are addressed and processed as per agreed SLAs.
- Supporting, mentoring, and managing the team to deliver key KPIs, including first call resolution targets.
- Validating alerts, discarding false alerts, and assigning valid alerts to respective technology support tracks.
- Following up with relevant technology track teams to ensure open items are closed on time.
- Raising incident tickets in the ticketing tool based on alerts, threshold breaches, and other communications from relevant team members.
- Making calls to relevant technical teams if tickets are not acknowledged and actioned within agreed SLAs.
- Raising service requests in the ticketing tool as requested by relevant team members.
- Assisting in the preparation of daily, weekly, and monthly reports.
Requirements:
- 3-5 years of experience in Service Desk/Network Monitoring (NOC) centre.
- ITIL V3 foundation certification/knowledge.
- Good communication, voice, and writing skills in English.
- Diploma or graduate in IT discipline.
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