Senior Service Desk Analyst — Resolution & Mentoring

Methods Business and Digital Technology; Manchester; Hybrid; GBP 35,000 - 50,000; Full time

Benefits offered by this job

25 days annual leave

Private Medical Insurance

Pension salary exchange

Life Assurance 4x base salary

Worldwide Travel Insurance

Enhanced Maternity/Paternity Pay

Travel season ticket loan

Job summary

Methods Business and Digital Technology Limited is hiring a Principal Service Desk Analyst to resolve issues across the information system lifecycle, from incident classification to remediation. The role involves escalation handling, proactive monitoring, and collaboration with internal and external IT teams to ensure timely service restoration.

The successful candidate will lead advanced resolution efforts, analyse trends, mentor junior staff, and deputise for the Service Desk Manager as

Qualifications

• Experience of working on a Service Desk.
• Strong analytical and creative problem-solving skills.
• Locate and evaluate relevant information effectively.
• Excellent communication across channels.
• Ability to clearly communicate technical information to non-technical audiences.
• Learn quickly and keep up to date with technology advancements.
• Use time management techniques to work efficiently.

Responsibilities

• Provide high-quality support to internal and external customers and own 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.
• Provide support for Microsoft cloud technologies: Azure, Office 365.
• Mentor Service Desk Analysts and deputise for the Service Desk Manager when required.
• Visit customer sites when required.

Skills

Service Desk experience

Analytical thinking

Problem-solving

Communication skills

Teamwork

Time management

Adaptability

Weekend/out-of-hours support

Education

ITIL v4

Microsoft Certifications

Tools

PowerShell

Windows Server

Exchange

SQL

SharePoint

Azure

Office 365

Job description

Methods Business and Digital Technology Limited is hiring a Principal Service Desk Analyst to resolve issues across the information system lifecycle, from incident classification to remediation. The role involves escalation handling, proactive monitoring, and collaboration with internal and external IT teams to ensure timely service restoration.

The successful candidate will lead advanced resolution efforts, analyse trends, mentor junior staff, and deputise for the Service Desk Manager as