Service Desk Analyst - CoreAzure

Methods; City of Westminster; Hybrid; GBP 27,000; Full time

Job summary

An established digital transformation company is looking for a Service Desk Analyst to provide high-quality support to internal and external clients. This hybrid role involves timely issue resolution, effective communication, and excellent customer service. The ideal candidate has strong analytical skills and a passion for IT. The position offers a salary of £27,000/year with various benefits including development opportunities and flexible working options.

Benefits

Development opportunities

Wellness programs

Flexible working

Social events

Generous leave

Volunteering days

Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication skills, able to explain technical info to non-technical audiences.
• Willingness to work weekends and out-of-hours.

Responsibilities

• Provide high-quality support to internal and external customers.
• Maintain awareness of all relevant Service Level Agreements.
• Deliver excellent customer service for support queries.
• Undertake server patching as per processes.
• Respond promptly to monitoring alerts to meet SLAs.

Skills

Analytical skills

Problem-solving skills

Excellent communication

Technical explanation ability

Teamwork

Flexibility

Tools

Office 365

Azure

SQL

Linux

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. This includes classification, prioritisation, initiation of action, documentation of root causes, and implementation of remedies to prevent future incidents. They also process and coordinate appropriate and timely responses to incident reports, channel requests for help to appropriate functions, monitor resolution activity, and keep customers informed of progress towards service restoration.

Accountabilities:

• Timely answering support queries from multiple channels
• Promptly escalating issues to relevant parties to ensure progression
• Communicating relevant updates in daily stand-ups and as requested
• Sharing knowledge with team members

Responsibilities:

• Provide high-quality support to internal and external customers, taking ownership of user problems and proactively resolving issues
• Maintain awareness of all relevant Service Level Agreements
• Deliver excellent customer service for support queries
• Maintain accurate records of customer interactions
• Undertake server patching as per processes
• Update records of customer environments
• Respond promptly to monitoring alerts to meet SLAs
• Perform daily checks on customer environments as required
• Contribute to knowledge bases with technical articles
• Attend weekly meetings with customer technical staff
• Visit customer sites when needed
• Perform other duties as required

Qualifications include strong analytical and problem-solving skills, excellent communication skills, ability to explain technical info to non-technical audiences, quick learning ability, teamwork, flexibility, broad knowledge of OS, networks, Office 365, Azure, and a passion for IT. Willingness to work weekends and out-of-hours with additional compensation.

Desirable Requirements:

• Previous helpdesk experience
• ITILv4
• Microsoft Certifications
• SQL/Linux knowledge
• Office 365, SharePoint, Azure experience
• Scripting or programming skills
• Virtualisation experience (VMWare, Hyper-V)

Methods, an established digital transformation company part of the Alten Group, offers a hybrid role mainly remote with onsite days in London. Salary: £27,000/year. Benefits include development opportunities, wellness programs, flexible working, social events, generous leave, and volunteering days. The role aims to support public-sector and private-sector clients, focusing on innovative digital services and cloud-based models.