Principal Service Desk Analyst - Remote & Mentorship

Methods Business and Digital Technology; Leeds; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Development

Wellness programme

Flexible Working

Pension

Private Medical Insurance

Worldwide Travel Insurance

Additional benefits listed on website

Job summary

Methods Business and Digital Technology Limited in Leeds is seeking a Principal Service Desk Analyst to drive advanced problem resolution across the IT environment, coordinating with internal and external resources and leading service desk projects.

You will mentor junior analysts, deputise for the Service Desk Manager during peak periods, and ensure timely responses to incidents while maintaining SLA awareness and high customer satisfaction.

Qualifications

• Experience on a Service Desk with incident management.
• Strong analytical and creative problem-solving to identify root causes.
• Excellent communication across channels.
• Willingness to work weekends/ out-of-hours with compensation.
• Knowledge of Microsoft 365, Azure, and related cloud services.
• PowerShell scripting ability.

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 but not limited to end user compute, server and infrastructure components, and cloud platforms,and proactively identify and investigate potential widerimpact
• 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 identifyand communicatecurrent and potentialissues usinga variety of methods includingmonitoringand service managementtools
• Identify and communicate opportunities forupstream process changesand/or system configurationchanges
• Create, use and share PowerShell scripts for device, server, account, and resource configuration and managementtasks
• Deliver a high standard of customer service for all supportqueries
• Maintain accurate records of customer interactions,capturing sufficiently detailed information fromcustomers.
• Documentand sharetroubleshooting techniques used to successfully resolve complexproblems
• Update records of customer environments to reflect actionstaken
• Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
• Stayup-to-dateon customers' applicationlandscapes
• Analyse and improve knowledge database to reduce resolution times and improve contactoutcomes
• Collaborate withtechnicalresources fromboth internal and externalITTeams/Business Units/Vendors
• Visit customer sites when required.
• Trainand/or mentorService Desk Analystsand Senior Service Desk Analysts
• Deputise for the Service Desk Manager at times of high workloadand/orabsence
• Any other duties as and when required commensurate with organisationalposition

Skills

Service Desk experience

Analytical thinking

Communication skills

PowerShell scripting

Azure

Microsoft 365

ITIL v4

Tools

PowerShell

Job description

Methods Business and Digital Technology Limited in Leeds is seeking a Principal Service Desk Analyst to drive advanced problem resolution across the IT environment, coordinating with internal and external resources and leading service desk projects.

You will mentor junior analysts, deputise for the Service Desk Manager during peak periods, and ensure timely responses to incidents while maintaining SLA awareness and high customer satisfaction.