Principal Service Desk Analyst - Advanced IT Support Lead

Methods; Greater London; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension

Life Assurance

Travel Insurance

Flexible Working

25 days annual leave

Job summary

Methods Business and Digital Technology Limited is seeking a Principal Service Desk Analyst to drive resolution of IT incidents across the lifecycle. You will manage escalation, mentor junior analysts, and coordinate responses with internal and external resources to maintain high service levels.

The role requires strong analytical and communication skills, experience on a Service Desk, and hands-on knowledge of Windows Server, Exchange, SQL, SharePoint, and Azure.

Qualifications

• Experience of working on a Service Desk.
• Strong analytical and creative problem-solving skills.
• Locate and evaluate relevant information effectively and efficiently.
• Excellent communication skills via various channels.
• Ability to clearly communicate technical information to non-technical audiences.

Responsibilities

• Provide consistent high-quality support to internal and external customers, taking ownership of user problems.
• Maintain awareness of all relevant Service Level Agreements.
• Troubleshoot advanced issues across end-user compute, server, and cloud platforms.
• Provide support for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, Azure and Office 365.
• Proactively monitor and communicate issues using monitoring tools and service management software.
• Create, use and share PowerShell scripts for configuration and management.
• Train and mentor junior Service Desk Analysts and Deputise for Service Desk Manager as needed.
• Visit customer sites when required.

Skills

Service Desk experience

Analytical thinking

Excellent communication

Time management

Flexibility for out-of-hours

Tools

Windows Server

Exchange

SQL

SharePoint

Azure

PowerShell

Job description

Methods Business and Digital Technology Limited is seeking a Principal Service Desk Analyst to drive resolution of IT incidents across the lifecycle. You will manage escalation, mentor junior analysts, and coordinate responses with internal and external resources to maintain high service levels.

The role requires strong analytical and communication skills, experience on a Service Desk, and hands-on knowledge of Windows Server, Exchange, SQL, SharePoint, and Azure.