Service Desk Monitoring Specialist

5 days ago

Sydney, New South Wales, Australia Pyramid Global Technologies Full time

About the Role

At Pyramid Global Technologies, we are seeking a highly skilled Service Desk Monitoring Specialist to join our team. As a key member of our IT support team, you will be responsible for monitoring and resolving technical issues in a fast-paced and dynamic environment.

Key Responsibilities

  • Monitor and respond to technical alerts and incidents in a timely and efficient manner.
  • Log and track tickets, ensuring accurate and up-to-date information is maintained.
  • Action tickets to close or escalate to relevant support teams as necessary.
  • Process email support requests from clients, logging tickets and taking action to resolve or escalate as required.
  • Evaluate and escalate priority tickets, including P1 and P2, to relevant teams and authorities.
  • Communicate with business users and technical teams to ensure timely resolution of issues.
  • Work closely with track leads and delivery managers to ensure all assigned tickets are addressed and processed within agreed SLAs.
  • Support and mentor team members to deliver key KPIs, including first call resolution targets.
  • 24x7 monitoring of all alerts from servers and devices hosted in the Data Centre.
  • Validate alerts, discard false alerts, and assign valid alerts to respective technology support tracks.
  • Follow up with relevant technology track teams to ensure open items are closed on time.
  • Raise incident tickets in the ticketing tool based on alerts, threshold breaches, and other communications from relevant team members.
  • Make calls to relevant technical teams if tickets are not acknowledged and actioned within agreed SLA periods.
  • Escalate to relevant authorities if no action is taken by relevant teams.
  • Raise service requests in the ticketing tool as requested by relevant team members.
  • Assist in the preparation of daily, weekly, and monthly reports.
  • Maintain a false alert registry and work with relevant technology teams to update, modify, or disable alert configurations generating false alerts.
  • Send out incident dump reports on a daily basis to all relevant support team members.
  • Attend daily calls with all support team members.
  • Prepare outstanding incident and service request reports for daily calls.
  • Initiate bridge calls for P1 or P2 issues.

Requirements

  • 3-5 years of experience in Service Desk/Network Monitoring (NOC) Centre.
  • ITIL V3 Foundation certification or knowledge.
  • Excellent communication, voice, and writing skills in English.
  • Diploma or Graduate in an IT discipline.

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