Lead Service Desk Analyst — Advanced Support

Methods Business and Digital Technology; Greater London; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Flexible Working

Pension

Private Medical Insurance

Life Assurance

Job summary

Methods Business and Digital Technology Limited is a UK-based IT services consultancy focused on public sector transformation. As Principal Service Desk Analyst you will lead advanced problem resolution, mentor colleagues and deputise for the Service Desk Manager when needed.

You will own escalated issues, collaborate across IT teams, analyse trends, and ensure service delivery aligns with SLAs while supporting Microsoft technologies and cloud platforms.

Qualifications

• Experience of working on a Service Desk.
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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 end user compute, server and infrastructure components, and cloud platforms, and proactively identify and investigate potential wider impact.
• 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 identify and communicate current and potential issues using a variety of methods including monitoring and service management tools.
• Identify and communicate opportunities for upstream process changes and/or system configuration changes.
• Create, use and share PowerShell scripts for device, server, account, and resource configuration and management tasks.
• Deliver a high standard of customer service for all support queries.
• Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers.
• Document and share troubleshooting techniques used to successfully resolve complex problems
• Update records of customer environments to reflect actions taken
• Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
• Stay up-to-date on customers’ application landscapes
• Analyse and improve knowledge database to reduce resolution times and improve contact outcomes
• Collaborate with technical resources from both internal and external IT Teams/Business Units/Vendors
• Visit customer sites when required.
• Train and/or mentor Service Desk Analysts and Senior Service Desk Analysts
• Deputise for the Service Desk Manager at times of high workload and/or absence
• Any other duties as and when required commensurate with organisational position

Skills

Service Desk experience

Analytical thinking

Strong communication

Team collaboration

PowerShell scripting

Windows Server

Microsoft 365 / Office 365

Azure

Tools

PowerShell

Windows Server

Exchange

SQL

SharePoint

Azure

Office 365

Job description

Methods Business and Digital Technology Limited is a UK-based IT services consultancy focused on public sector transformation. As Principal Service Desk Analyst you will lead advanced problem resolution, mentor colleagues and deputise for the Service Desk Manager when needed.

You will own escalated issues, collaborate across IT teams, analyse trends, and ensure service delivery aligns with SLAs while supporting Microsoft technologies and cloud platforms.