IT Support Analyst

Methods Business and Digital Technology; Greater London; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

LinkedIn Learning access

Management development programme

Wellness 24/7 Confidential employee‑a

Social events in office: Breakfast Tue

Holiday 25 days + purchase scheme

Pension Salary Exchange Scheme

Life Assurance 4x base salary

Private Medical Insurance

Worldwide Travel Insurance

Job summary

Methods Business and Digital Technology in London is seeking a driven IT Helpdesk professional to provide first-line support for colleagues, manage Salesforce tickets, and resolve hardware/software issues across Windows and MacOS devices. The role includes asset management, documentation, and collaboration on IT projects within a security-conscious environment.

The successful candidate will handle incident logging, user assistance, and participate in supplier relations while contributing to

Qualifications

• Experience providing first-line IT helpdesk support.
• Ability to meet ticket deadlines and multitask.
• Willingness to undergo UK security vetting (UKSV).
• Excellent diplomacy and professional attitude.
• Experience with Salesforce or similar ticketing systems is a plus.

Responsibilities

• Provide first line support to colleagues via phone and ticket system.
• Manage requests via ticketing system (Case Management) within Salesforce.
• Support hardware/software issues on company devices (Windows PCs, Macs, iPhones, Samsung devices).
• Manage accounts and licensing via Microsoft Administration Portal.
• Process invoicing each month for software managed by IT team.
• Create clear documentation of internal IT procedures and guides.
• Engage in asset purchasing and supplier relations.
• Log and track IT problems through to resolution.
• Helpdesk ticketing administration and ownership.

Skills

IT support fundamentals

Windows & MacOS support

MS Office incl. SharePoint Online

Customer-focused communication

Tools

Azure

Job description

Methods is an established £100m Digital Transformation company, part of the Alten Group, which over the last 34 years has provided innovative business and digital technology services. We have over 50 active clients many of which have been working with us for more than 10 years.

Since our establishment in 1990, Methods has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Our mission is to improve and safeguard public-facing services. We apply digital thinking to ensure the future of our public services is centred around our citizens.

Our human touch sets us apart from other consultancies, system integrators and software houses - we have a customer-centric value system whereby we focus on delivering what is right for our clients. We passionately 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. building a significant private sector client portfolio.

We are now looking for a driven and enthusiastic new member of the team who sees their career as developing within broad IT support functions, has a passion for their subject, and a clear flair for technology.

Key Tasks:

• Provide first line support to all colleagues via the various request methodologies (Phone/Ticket System etc)
• Manage requests via ticketing system (Case Management) within Salesforce
• Support Hardware/Software issues on company’s devices (Windows PCs, Apple Macs, iPhones & Samsung mobile devices)
• Manage accounts and licencing via Microsoft Administration Portal
• Process invoicing each month for various software which is managed within IT Team
• Assist with any project work where required, along with putting forward suggestions for best technology practice within Methods group.
• Create clear and concise documentation of internal IT procedures and technologies where needed, along with user friendly guides and notes.
• Complete asset and compliance management via Microsoft Endpoint, and other technologies.
• Engage in asset purchasing and supplier relations where needed.
• Report faults and maintaining logs on network and laptops.
• Assist with inductions for new staff joining the company.
• Log and track identified IT problems through to resolution.
• Helpdesk ticketing administration and ownership – ensuring tickets are kept up to date, responded to in a timely fashion, and the new tickets queue is kept as clear and actioned as possible.

Essential Skills and Experience:

• Good practical and demonstrable understanding of IT
• Clear drive and enthusiasm for the subject.
• Previous experience of working to helpdesk ticket deadlines.
• Practical, good common sense, ability to use initiative/problem solve, multitask/ work well under pressure.
• Excellent diplomacy skills, a helpful and very professional attitude to staff at all levels across all issues.
• Must have a good understanding of all MS Office Applications including SharePoint Online
• Experience in supporting both Windows and MacOS laptops

Desirable Skills and Experience:

• Experience with Azure functionality
• Understanding of ITIL Principals
• Previous IT support experience.

This role will require you to have or be willing to go through Security vetting and be granted the required level of security clearance, issued by UKSV. As part of the initial onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website Gov.UK. Career progression will require attainment of higher security clearances. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected . Details of this will be discussed with you at interview.

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
• Social events in our office– 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, with additional holiday purchase scheme.
• 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)