the role

Job title: Service Desk Analyst

Location: Newcastle upon Tyne

Position: Full-time

Salary: Dependent on experience 


Atlas Cloud is a leading managed service provider of complex IT solutions. We are a fast growing scale-up business with 80% growth in the previous financial year. Our customers and partners span across the UK and Ireland with an ambition to go global in the next 12 months. We have a mixed go-to marketing model working with direct customers supporting their transition to the cloud. Through our partnerships and relationships with enterprise software vendors, we also sell indirectly to existing customer bases delivering security, hosting and DRaaS solutions.


Collaboration is the core of our business. We have an open culture where everyone has the ability to contribute ideas and solutions to accelerate the company growth and improve the businesses operations. Atlas Cloud is a vibrant and fun place to work with an open-plan office based in a modern city centre. 


  • Unlimited holidays
  • Incentives throughout the year
  • Health perks that support wellbeing
  • Flexible and mobile working
  • Team building and social events throughout the year
  • Development support

who we are looking for

We look for people that can play an active role in teams with a strong team ethic. Our people work responsibly and flexibly to meet demanding, but stimulating work solving customer problems. Colleagues thrive in taking ownership, responsibility and collaboration.

Your role

  • ·      First point of contact for all incoming calls and emails

    ·         Ticket queue management

    ·         Responsible for tracking daily checks and remediating or escalating as required

    ·         Responsible for acting on system alerts and remediating or escalating as required

    ·         Responsible for tracking of IT hardware owned by Atlas Cloud

    ·         Escalation to 2nd line/projects and implementations team

    ·         Escalation to Technical Manager for any critical or security incidents

    ·         Providing support & escalating to Service & Operations Manager when required

    ·         Providing support to customers remotely

    ·         Providing support to projects & implementations team when required

You will need

  •          Adherence to Atlas Cloud Employee Contract

    ·         Awareness and acceptance of all Atlas Cloud Policies & Procedures

    ·         No formal qualifications required but the candidate should have some relevant work experience and be proficient in problem solving

    ·         Awareness of ITIL principles

    ·         Motivated to self-learn

About us

Atlas Cloud delivers and manages comprehensive cloud-based IT and storage solutions. 

Learn more about Atlas Cloud.

Our mission

Whether it’s friendly advice or digital transformation, Atlas Cloud is dedicated to supporting businesses grow with tailor-made solutions and ongoing support.

up arrow


Modern Workplace Survey

Get your free personalised benchmark report when you take our 5-min survey and pass it on to colleagues.