Service Desk Analyst

Methods Business and Digital Technology; London; Hybrid; GBP 25,000 - 40,000; Full time

Job summary

A leading company in digital technology is seeking a Service Desk Analyst to provide high-quality support to internal and external customers. This role involves troubleshooting issues, maintaining service level agreements, and contributing to knowledge bases. The position offers a flexible working environment, professional development opportunities, and a range of employee benefits.

Benefits

24/7 confidential employee assistance programme

25 days of annual leave plus bank holidays

2 paid days per year for volunteering

Salary Exchange Scheme for pension

Discretionary Company Bonus

Private Medical Insurance

Enhanced Maternity and Paternity Pay

Season ticket loan

Cycle to work scheme

Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Broad knowledge of server and desktop operating systems.

Responsibilities

• Provide consistent high-quality support to customers.
• Maintain accurate records of customer interactions.
• Respond to proactive monitoring alerts.

Skills

Analytical skills

Problem-solving

Communication

Customer service

Education

ITIL v4 certification

Microsoft Certifications

Tools

SQL

Linux

Office 365

SharePoint

Azure

VMWare

Hyper-V

Job description

The Service Desk Analyst is responsible for achieving the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation, and initiation of action, documentation of root causes, and implementation of remediesto prevent future incidents.

They also process and coordinate appropriate and timely responses to incident reports, including the channeling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers apprised of progress towards service restoration.

Accountabilities:

1. Timely answering support queries from multiple channels
2. Promptly escalating issues to the relevant party to ensure progression
3. Communicating relevant updates in daily ‘stand ups’ and as requested
4. Sharing knowledge with team members

Responsibilities:

1. Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution.
2. Maintain awareness of all relevant Service Level Agreements
3. Deliver a high standard of customer service for all support queries
4. Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers.
5. Undertake server patching in line with agreed processes.
6. Update records of customer environments to reflect actions taken
7. Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
8. Carry out daily checks on customer environments, where required.
9. Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant
10. Attend weekly meetings with customer technical staff, where required.
11. Visit customer sites when required.
12. Perform any other duties as and when required, commensurate with organisational position.

Essential Requirements:

• Strong analytical and problem-solving skills, with the ability to identify root causes in complex scenarios.
• Excellent communication skills via various channels.
• Ability to clearly communicate technical information to a non-technical audience.
• Learn quickly and keep up to date with the latest technology advancements.
• Work under own initiative, while demonstrating effective teamwork.
• Demonstrate flexibility and adaptability to meet demanding workloads.
• Deliver high-quality work within the expected timescale to meet customer service level expectations.
• Broad knowledge of server and desktop operating systems, networks, office systems, plus Microsoft cloud offerings.
• Embrace a passion for IT and technology.
• A proven ability to deliver effective customer service, achieving high customer satisfaction through professional attitudes and consideration of the customer’s own knowledge.
• Willingness and ability to work during weekends and out-of-hours when necessary (additional compensation applies in line with T&Cs).

Desirable Requirements:

• Previous helpdesk experience
• ITIL v4 certification
• Microsoft Certifications
• Knowledge of SQL/Linux
• Experience with Office 365, SharePoint, Azure
• Programming/scripting experience
• Experience with virtualisation (e.g., VMWare, Hyper-V)

The role is predominantly remote, with 3 office days every 2 months — next office days are 14-16th July.

We are passionate about our people; we want colleagues to develop their strengths and enjoy their work.

By joining us, you can expect:

• Autonomy to develop and grow your skills and experience
• Participation in exciting projects making a societal impact
• Strong, inspiring, and thought-provoking leadership
• A supportive and collaborative environment

Development: Access to LinkedIn Learning, management development programmes, and training

Wellness: 24/7 confidential employee assistance programme

Flexible Working: including home working and part-time options

Social: office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and charitable activities

Time Off: 25 days of annual leave plus bank holidays, with an option to buy 5 extra days annually

Volunteering: 2 paid days per year for volunteering in communities or charities

Pension: Salary Exchange Scheme with 4% employer and 5% employee contributions

Discretionary Company Bonus: based on performance

Life Assurance: 4 times base salary

Private Medical Insurance: non-contributory, including dependants

Worldwide Travel Insurance: non-contributory, including dependants

Enhanced Maternity and Paternity Pay

Additional Benefits: season ticket loan, cycle to work scheme

For full benefits details, visit www.methods.co.uk/careers/benefits