Service Desk Analyst Shared Services

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 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

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
• Social Breakfast Tuesdays Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes
• Time off 25 days a year
• 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)

Required Experience:

IC