Service Desk Analyst - Shared Services

Methods Business and Digital Technology; Greater London; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

LinkedIn Learning

Wellness programme

Breakfast Tuesdays

Pension Salary Exchange

Private Medical Insurance

Worldwide Travel Insurance

Job summary

Methods Business and Digital Technology Limited in the UK is seeking a Service Desk Analyst to deliver timely support to internal and external customers across multiple channels, manage incident lifecycles, and document root causes to prevent recurrence.

You will maintain SLA awareness, contribute to knowledge bases, patch servers, monitor alerts, and participate in weekly customer meetings. Weekend/out-of-hours work may be required with compensation per company policy.

Qualifications

• Strong analytical and problem-solving abilities to identify root causes in complex scenarios.
• Excellent communication skills across multiple channels.
• Able to clearly explain technical information to non-technical audiences.
• Willingness to learn and keep up to date with technology.
• Ability to work independently while collaborating with the team.
• Flexibility to handle demanding workloads and shifts, including weekends.

Responsibilities

• Provide consistent high-quality support to internal and external customers, owning user problems.
• Maintain awareness of relevant Service Level Agreements.
• Deliver high-quality service for all support queries.
• Maintain accurate records of customer interactions and actions taken.
• Undertakes server patching in line with agreed processes.
• Update records of customer environments to reflect actions taken.
• Respond to proactive monitoring alerts to meet SLAs.
• Attend weekly meetings with customer technical staff as required.
• Visit customer sites when required.

Skills

Analytical skills

Communication skills

Technical communication

Teamwork

Weekend work availability

Education

ITILv4 certification

Microsoft Certifications

Tools

SQL knowledge

Linux knowledge

Office 365 / SharePoint / Azure experience

Job description

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.

Methods was acquired by the Alten Group in early 2022.

The Service Desk Analyst is there toachieve theresolution (both reactive and proactive) of problems throughout the information system lifecycle, includingclassification, prioritisation and initiation of action, documentation of root causes and implementation of remediesto prevent future incidents.

They alsoprocess and coordinateappropriate and timely responses to incident reports, includingthechannellingofrequests for help to appropriate functions for resolution, monitoring resolution activity, and keepingcustomersappraised of progress towards service restoration.

Accountabilities:

• Timelyansweringofsupport queriesfrommultiple channels
• Promptlyescalating issues to the relevantparty to ensureprogression
• Communicate relevant updatesin daily ‘stand ups’andasrequested
• Share knowledge with team members

Responsibilities:

• Provide consistent high-qualitysupport 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
• Delivera highstandardof customer service for all supportqueries
• Maintain accurate records of customer interactions, capturing sufficiently detailed information fromcustomers.
• Undertakeserver patching in line with agreed processes.
• Updaterecords of customer environments to reflect actionstaken
• Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
• Carry out daily checks on customer environments, where required.
• Contributeto knowledge bases, writing/reviewing technical knowledge articles, where relevant
• Attend weekly meetings with customer technical staff, where required.
• Visit customer sites whenrequired.
• Any other duties as and when required commensurate with organisationalposition

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 the needs of demanding workloads.
• Deliver high quality work within the expected timescale to meet customer service level expectations.
• Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings.
• Embrace a passion for IT and technology.
• A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer’s own knowledge.
• Willingness and ability to work during weekends and out‐of‐hours when necessary (additional compensation for these hours of working will apply in line with T&Cs).

Desirable Requirements

• Previous helpdesk experience
• ITILv4
• Microsoft Certifications
• Any SQL/Linux knowledge
• Any Office 365, SharePoint, Azure experience
• Any programming/scripting experience
• Any experience of virtualisation i.e. VMWare, Hyper-V

By joining us you can expect:

• Autonomy to develop and grow your skills and experience
• Be part of exciting project work that is making a difference in society
• Strong, inspiring and thought-provoking leadership
• A supportive and collaborative environment.

As well as this, we offer:

• Development access to LinkedIn Learning, a management development programme and training
• Wellness 24/7 Confidential employee assistance programme
• Social – Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes
• Time off 25 days a year
• Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
• Life Assurance of 4 times base salary
• Private Medical Insurance which is non-contributory (spouse and dependants included)
• Worldwide Travel Insurance which is non-contributory (spouse and dependants included)