Principal Service Desk Analyst - IT Incident Specialist

Methods; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Autonomy to grow your skills

Home working option

25 days annual leave + holidays

Job summary

Methods Business and Digital Technology Limited is seeking a Principal Service Desk Analyst to provide advanced support across Microsoft technologies and cloud platforms, while mentoring the team and driving proactive problem resolution.

You will resolve complex incidents, manage escalations, and collaborate with internal and external resources to maintain high customer satisfaction. Flexible working is available with core responsibilities in managed services.

Qualifications

• Experience of working on a Service Desk.
• Strong analytical and creative problem-solving skills.
• Excellent communication across channels.
• Ability to explain technical information to non-technical audiences.
• Willingness to work weekends/out-of-hours with compensation as per policy.

Responsibilities

• Provide high-quality support to internal and external customers and own issues through to resolution.
• Monitor SLAs and manage escalations.
• Troubleshoot complex problems across end-user compute, server, and cloud platforms.
• Document troubleshooting steps and share knowledge with the team.
• Mentor junior Analysts and deputise for the Service Desk Manager when needed.

Skills

Service Desk experience

Analytical thinking

Problem solving

Effective communication

PowerShell scripting

Microsoft technologies

Education

ITILv4 certification

Tools

PowerShell

Job description

Methods Business and Digital Technology Limited is seeking a Principal Service Desk Analyst to provide advanced support across Microsoft technologies and cloud platforms, while mentoring the team and driving proactive problem resolution.

You will resolve complex incidents, manage escalations, and collaborate with internal and external resources to maintain high customer satisfaction. Flexible working is available with core responsibilities in managed services.