Service Desk Analyst - Permanent

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.

Service Desk Agent

Requirements:
Role Description

The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.

Candidates must have a previous track record of performing a Service Desk Analyst role, ideally with a proven knowledge and understanding of how these align with ITIL processes.

Key Duties and Responsibilities

• Responsible for providing first line support
• Support provided taking calls/responding to emails and handling the resulting incidents or requests
• Support and issue resolution in keeping with overall service level agreements
• Successful support and incident management utilising ITSM tools
• Routing incidents to the appropriate business or third-party support as required
• To receive and respond to monitoring alerts
• Utilises the Knowledge Base to provide advice or resolve incidents
• Enters and maintains relevant records in the Service Management tools
• Promptly allocate incidents to the appropriate resolver group
• Maintains the asset database and tracks changes.

Person Specification:

This role would best suit an individual who has a proven track record in delivery in a similar role

• Proven experience of working in an ITIL aligned IT Service Desk environment
• Incident Management experience, including business expectations and communication
• Experience of providing a wide range of end user device support advice

· ITIL Foundation 4 Certificate , AZ900 Certified, MS900 Certified

· Previous experience working on High ticket and call volume desk – 1st line support to include:

o Substantive experience in a technical support role

o supporting PC hardware and software and PC networks

o hardware configuration and LAN connectivity

o PC and LAN hardware devices

o Microsoft operating systems and network software

o Microsoft application software

· Experience of administration of user accounts for network access, including

o creation of accounts, modification of user

o permissions, setting up secure groups

o removal of accounts of staff leaving the organisation

· Experience and knowledge of Mobile telephony

Essential

• Substantive experience in Active Directory and Microsoft Azure (Microsoft Entra ID), Microsoft Intune

• Experience of Administration of user accounts for network access

• Essential experience in ServiceNow ticketing systems, triaging and escalation of Service Desk processes

• Experience in use of Remote Desktop tools to provide remote support to customers

• Experience and knowledge of MS Teams

• Great communication skills, excellent telephone manner is required along with friendly customer service skills.

• Attention to detail. Good communication, literacy, and organization skills

Benefits:
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
• 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)