Service Desk Analyst

The Service Desk Analyst is there toachieve theresolution (both reactive and proactive) of problems throughout the information system lifecycle includingclassification prioritisation and initiation of action documentation of root causes and implementation of remediesto prevent future incidents.

They alsoprocess and coordinateappropriate and timely responses to incident reports includingthechannellingofrequests for help to appropriate functions for resolution monitoring resolution activity and keepingcustomersappraised of progress towards service restoration.

Accountabilities:

Timelyansweringofsupport queriesfrommultiple channels

Promptlyescalating issues to the relevantparty to ensureprogression

Communicate relevant updatesin daily stand upsandasrequested

Share knowledge with team members

Responsibilities:

Provide consistent high-qualitysupport to internal and external customers taking ownership of user problems and proactively dealing with any issues preventing resolution.

Maintain awareness of all relevant Service Level Agreements

Delivera highstandardof customer service for all supportqueries

Maintain accurate records of customer interactions capturing sufficiently detailed information fromcustomers.

Undertakeserver patching in line with agreed processes.

Updaterecords of customer environments to reflect actionstaken

Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.

Carry out daily checks on customer environments where required.

Contributeto knowledge bases writing/reviewing technical knowledge articles where relevant

Attend weekly meetings with customer technical staff where required.

Visit customer sites whenrequired.

Any other duties as and when required commensurate with organisationalposition

Essential Requirements

Strong analytical and problem-solving skills with the ability to identify root causes in complex scenarios.

Excellent communication skills via various channels.

Ability to clearly communicate technical information to a non-technical audience.

Learn quickly and keep up to date with the latest technology advancements.

Work under own initiative while demonstrating effective teamwork.

Demonstrate flexibility and adaptability to meet the needs of demanding workloads.

Deliver high quality work within the expected timescale to meet customer service level expectations.

Have a broad knowledge of server and desktop operating systems networks and office systems plus Microsoft cloud offerings.

Embrace a passion for IT and technology.

A proven focus and ability to deliver effective customer service achieving high levels of customer satisfaction through professional attitudes and consideration towards the customers own knowledge.

Willingness and ability to work during weekends and outofhours when necessary (additional compensation for these hours of working will apply in line with T&Cs).

Desirable Requirements

Previous helpdesk experience

ITILv4

Microsoft Certifications

Any SQL/Linux knowledge

Any Office 365 SharePoint Azure experience

Any programming/scripting experience

Any experience of virtualisation i.e. VMWare Hyper-V

The role is predominantly remote - with 3 office days every 2 months - next office days are 14-16th July.

Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.

By joining us you can expect

• Autonomy to develop and grow your skills and experience
• Be part of exciting project work that is making a difference in society
• Strong inspiring and thought-provoking leadership
• A supportive and collaborative environment

Development access to LinkedIn Learning a management development programme and training

Wellness 24/7 confidential employee assistance programme

Flexible Working including home working and part time

Social office parties breakfast Tuesdays monthly pizza Thursdays Thirsty Thursdays and commitment to charitable causes

Time Off 25 days of annual leave a year plus bank holidays with the option to buy 5 extra days each year

Volunteering 2 paid days per year to volunteer in our local communities or within a charity organisation

Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution

Discretionary Company Bonus based on company and individual performance

Life Assurance of 4 times base salary

Private Medical Insurance which is non-contributory (spouse and dependants included)

Worldwide Travel Insurance which is non-contributory (spouse and dependants included)

Enhanced Maternity and Paternity Pay

Travel season ticket loan cycle to work scheme

For a full list of benefits please visit our website ( Experience:

IC