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

The primary purpose of this role is to provide support for Atlas Cloud to continue to provide award-winning service to their customers. The Service Desk Analyst acts as a first communication & technical point of contact for tickets and requests, and is expected to know basic functions around supporting user accounts, with a keen desire to progress through on the job training and certifications.

Your role

  • First point of contact for all incoming calls and emails
  • Ticket queue management
  • Active Directory user management
  • Remote Desktop & Citrix session management
  • Customer-focused approach to troubleshooting
  • Responsible for tracking daily check and remediating or escalating as required
  • Ownership of pro-active alerting system including remediation or escalation
  • Responsible for tracking of IT hardware owned by Atlas Cloud

You will need

  • No formal qualifications required bu the candidate should have experience of working on a Service Desk with daily tasks including management of user accounts. Ideally the candidate will have experience of Remote Desktop or Citrix technologies.
  • Strong focus on customer service
  • Qualified in or experience of working 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.

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