Service Desk Analyst - Permanent

OverviewMethods 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.

Role DescriptionThe role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.

Candidates must have a previous track record of performing a Service Desk Analyst role, ideally with a proven knowledge and understanding of how these align with ITIL processes.

Key Duties and Responsibilities

Responsible for providing first line support

Support provided taking calls/responding to emails and handling the resulting incidents or requests

Support and issue resolution in keeping with overall service level agreements

Successful support and incident management utilising ITSM tools

Routing incidents to the appropriate business or third-party support as required

To receive and respond to monitoring alerts

Utilises the Knowledge Base to provide advice or resolve incidents

Enters and maintains relevant records in the Service Management tools

Promptly allocate incidents to the appropriate resolver group

Maintains the asset database and tracks changes.

Person SpecificationThis role would best suit an individual who has a proven track record in delivery in a similar role

Proven experience of working in an ITIL aligned IT Service Desk environment

Incident Management experience, including business expectations and communication

Experience of providing a wide range of end user device support advice

ITIL Foundation 4 Certificate, AZ900 Certified, MS900 Certified

Previous experience working on High ticket and call volume desk – 1st line support to include:

Substantive experience in a technical support role

Supporting PC hardware and software and PC networks

Hardware configuration and LAN connectivity

PC and LAN hardware devices

Microsoft operating systems and network software

Microsoft application software

Experience of administration of user accounts for network access, including

Creation of accounts, modification of user

Permissions, setting up secure groups

Removal of accounts of staff leaving the organisation

Experience and knowledge of Mobile telephony

Essential

Substantive experience in Active Directory and Microsoft Azure (Microsoft Entra ID), Microsoft Intune

Experience of Administration of user accounts for network access

Essential experience in ServiceNow ticketing systems, triaging and escalation of Service Desk processes

Experience in use of Remote Desktop tools to provide remote support to customers

Experience and knowledge of MS Teams

Great communication skills, excellent telephone manner is required along with friendly customer service skills.

Attention to detail. Good communication, literacy, and organization skills

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

Discretionary Company Bonus based on company and individual performance

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)

#J-18808-Ljbffr

Salary: GBP 28800 - 43200 per year Experience: 3 years required
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...