Cloud Support Analyst

Posted: 22nd Sep 2021
Atlas Cloud is looking for a self-motivated and organised individual to join our growing Service Desk team as a Cloud Support Analyst.

The Role

Job title:

Cloud Support Analyst

Reports to:

Service Desk Manager


Newcastle upon Tyne


Full time


Depending on experience
This job has expired but please feel free to send in a speculative application or sign up for our job alerts.

The Package

  • 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

Job Summary

Reporting to the Service Desk Manager the primary purpose of this role is to provide award winning technical support to our customers through high quality customer service. Acting as a first point of contact, the Service Desk Analyst acts as a technician handling all incidents, service requests and live chat, ensuring all customers are given an exceptional level of service. The individual must have a keen desire to progress through job training, complete assigned work and objectives, as well as a willingness to attain vendor partner qualifications. This role would be ideally suited to an individual with existing 1st Line IT technical support experience, but most importantly the drive to achieve excellence in customer experience whilst dealing with multiple issues at the same time. Significant previous experience in a telephony customer facing role would be highly advantageous. You must also have the determination to develop your career in Cloud Technologies and we are keen to support this person in attaining industry standard qualifications from vendors such as Microsoft and Citrix.


  • First point of contact for all customer inbound support calls, emails and web chats
  • First time technical fixing of incidents for customers where appropriate
  • Ticket queue management, ensuring incidents are allocated to the correct resolver group
  • Customer focused approach to troubleshooting
  • Intelligent inbound call management
  • A commitment to achieving SLA targets for customers
  • Ownership of daily system checks and pro-active alerting systems including remediation or escalation
  • Ensuring customer satisfaction is delivered at all times
  • Monitoring of hardware remotely, and technical troubleshooting on-site / in person
  • Completion of OKRs


  • Continued compliance of all Atlas Cloud Policies & Procedures.
  • Adherence to Atlas Cloud Employee Contract.
  • Awareness and acceptance of all Atlas Cloud Policies & Procedures.


  • Strong focus on customer service, and going above and beyond for customers.
  • Previous experience of working on an IT Service Desk, including the completion of daily recurring tasks, and ensuring SLAs are achieved.
  • Ability to fact find and troubleshoot difficult technical server and workstation issues.
  • Microsoft Office365 technical knowledge and experience.
  • Microsoft Windows Server technical knowledge and experience.
  • Desktop troubleshooting and support
  • Motivated to self-learn, in work time and in personal time.
  • Understanding of the ITIL framework and its methodology.
  • Managing your own workload in a fast paced customer service environment.
  • Experience working as part of a team, working together for a common goal.


  • Experience in working with a wide range of Microsoft technologies and products, including desktop and server
  • Working with Microsoft Azure technologies
  • Attained Microsoft Certifications
  • Exposure to Citrix / RDS environments
  • Experienced at using Remote Monitoring tools
  • Experience or exposure to Mimecast products
  • ITIL Qualified
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Atlas Cloud is a leading managed service provider of complex IT solutions. We are a fast growing scale-up business with a 53% growth rate, on average, for the last 3 years.

Our business

We’re on a mission to “enable great work from anywhere” and have built a decade’s worth of experience that will be valuable to organisations of all sizes as part of their COVID-19 recovery.

Our current customers and partners span across the UK and Ireland. We are a cloud managed service provider delivering from both a private managed cloud environment and Microsoft Azure, with a subscription-based business model that enables our customers to consume complex IT services on pay per user per month. Our primary solution is DaaS plus complimentary security and productivity solutions, with a public cloud first bias helping us deliver the future of work.

Our Culture and Values

Our core values are to invest in our people and our product offerings, to innovate and stay ahead of our competitors, to continually improve our systems, to care for our customers and each other and to work with passion and precision.

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 our operations. Atlas Cloud is a vibrant and fun place to work with an open plan, modern city centre office. Regular social events and a Friday beer fridge provide plenty of opportunity to blow off some steam.

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Atlas Cloud Limited

Reg number: 07297347

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