Principal Service Desk Analyst

Methods Business and Digital Technology Limited

Methods is a 100M IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based we apply our skills in transformation delivery and collaboration from across the Methods Group to create end-to-end business and technical solutions that are people-centred safe and designed for the future.

Our human touch sets us apart from other consultancies system integrators and software houses - with people technology and data at the heart of who we are we believe in creating value and sustainability through everything we do for our clients staff communities and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

Predominantly focused on the public-sector Methods is now building a significant private sector client portfolio.

Methods was acquired by the Alten Group in early 2022.

The Principal Service Desk Analyst like theSenior and Service Desk Analyst is there to achieve 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 alsoprocess and coordinateappropriate and timely responses to incident reports including the channelling ofrequests for help to appropriate functions for resolution monitoring resolution activity and keepingcustomersappraised of progress towards service restoration.

ThePrincipal Service Desk Analystis anescalation pointfor the Service Desk Teamand isrequired todeliveradvanced problem resolutionworking with internaland/or external resourceswhere additionthey willassist with analysis of trends and patterns across the IT environmentandleadService Desk projects assignedto Service Desk Analyst will deputise for the Service Desk Team Leader at times of highworkload or absence.

Accountabilities:

Timelyansweringofsupport queriesfrom both customers and colleagues

Maintain ownership ofescalatedissuesthrough toresolution

Help junior colleagues use various sources to find potentialsolutions

Discuss resolution of complex problems withcolleaguesto help them successfully resolve similar issues in thefuture

Communicate relevant updatesin daily stand upsand asrequested

Collaborate with peersacross the wider organisationtobring additional knowledge into ManagedServices

Share knowledge with team members

Support the development of junior colleagues by modelling desirablebehaviours

Ensurepatch management is effective and all customer assets within our scope of responsibilityare updated with the latestpatches

Provide updates status and completion information tomanagement

Responsibilities:

Provide consistent high-quality support 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

Systematically interpret user problems and identify solutions interrogating data sources to expand knowledge considering contextually relevant information.

Troubleshoot advanced issues in all scenarios including but not limited to end user compute server and infrastructure components and cloud platformsand proactively identify and investigate potential widerimpact

Provide support services for Microsoft related technologies: Windows Server Exchange SQL SharePoint etc.

Provide support services for Microsoft cloud related technologies: Azure Modern Workplace / Office 365 Power Platform etc.

Proactively identifyand communicatecurrent and potentialissues usinga variety of methods includingmonitoringand service managementtools

Identify and communicate opportunities forupstream process changesand/or system configurationchanges

Create use and share PowerShell scripts for device server account and resource configuration and managementtasks

Deliver a high standard of customer service for all supportqueries

Maintain accurate records of customer interactionscapturing sufficiently detailed information fromcustomers.

Documentand sharetroubleshooting techniques used to successfully resolve complexproblems

Update records of customer environments to reflect actionstaken

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

Stayup-to-dateon customers applicationlandscapes

Analyse and improve knowledge database to reduce resolution times and improve contactoutcomes

Collaborate withtechnicalresources fromboth internal and externalITTeams/Business Units/Vendors

Visit customer sites when required.

Trainand/or mentorService Desk Analystsand Senior Service Desk Analysts

Deputise for the Service Desk Manager at times of high workloadand/orabsence

Any other duties as and when required commensurate with organisationalposition

Essential Requirements

Experience of working on a Service Desk

Strong analytical andcreativeproblem-solving skills with the ability to identify rootcauses in complex scenarios.

Locate and evaluate relevant information effectively and efficiently

Excellent communication skills viavariouschannels.

Ability toclearlycommunicate technical information to a non-technical audience.

Ability to clearlycommunicate technical informationwitha technical audience.

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

Use time management techniques to workefficientlyunder own initiative while demonstrating effective teamwork.

Demonstrate flexibility and adaptabilityto meet the needs of demanding workloads.

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

Have a broadand deepknowledge of server and desktop operating systems networks and office systems plusMicrosoft cloud offerings.

Competent in PowerShellprogramming/scripting

Demonstrate an ethos of continual business and professional development

Embrace a passionfor 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

Previoustraining or mentoringexperience

Experience ofremote monitoring and management software

Advanced knowledge of server administration activities

Advanced knowledge of Windows server components

Advanced knowledge of Linux server components

Advanced knowledge of networking principles and components

Advanced knowledge of Azure platform components

Advanced knowledge of Microsoft 365 platform components

Microsoft Certifications

Any SQL knowledge

Any Hyper-V

ITILv4

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

As well as this we offer:

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

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:

Staff IC