Senior Service Desk Analyst

Methods Business and Digital Technology Limited

Methods is an established £100m Digital Transformation company, part of the Alten Group, which over the last 32 years has provided innovative business and digital technology services. We have over 50 active clients many of which have been working with us for more than 10 years.

Since our establishment in 1990, Methods has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Our mission is to improve and safeguard public-facing services. We apply digital thinking to ensure the future of our public services is centred around our citizens.

Our human touch sets us apart from other consultancies, system integrators and software houses - we have a customer-centric value system whereby we focus on delivering what is right for our clients. We passionately 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. building a significant private sector client portfolio.

The Role

The IT Service Desk team is responsible for the infrastructure and support for laptops, telephony, AV, remote access, mobility and collaboration technologies across Methods. The team is aligned with core business processes across the organisation, provides global technology solutions that back business operations and enables various business and technology teams to deliver top tier customer engagement and solution provision/management. The role supports a highly demanding customer base, providing timely support across a range of technologies and will be focused on global endpoint management and support.

The Senior Service Desk Analyst will have a natural passion for Customer Service and handling customer related calls / queries / problems / issues / requests – this role is a customer support focused role, that requires you to act as the first point of call for any failures, issues, faults or IT related incidents that are called in.

Requirements

 Job Responsibilities

• Excellent troubleshooting skills across all areas of technology, including laptops, telephony, AV, collaboration, messaging, remote access and mobility

• Provide a superior support experience to all executives, senior leadership and global end users across the organisation
• Troubleshoot reported issues and complete assigned cases within Salesforce
• Provide on-site support of physical laptops, hardware, peripherals, printers, etc
• Support remote endpoints such as laptops, building and certifying OS, VPN, infrastructure
• Support MDM solutions InTune and JAMF
• Support various collaboration and messaging technologies including Teams and Zoom,
• Administering MS admin portals M365 / InTune / Defender / Entra / SharePoint / Teams / Exchange
• Using and administering technologies such as Windows 11, Mac O/S, TeamViewer and Azure
• Account creation and management using Microsoft admin portals
• Device management using Microsoft admin portals
• Managing and administering patching processes and best practices for Windows, Office, third party applications across virtual, physical and mobile endpoints
• Installation of hardware, software applications, security updates, service packs, etc.
• Focus on building automation into reoccurring processes and problems
• Testing and certifying hardware and software technologies
• Understanding of networking principles, practices and technologies, TCP/IP, DNS, WINS, DHCP
• Provide documentation and update internal knowledgebase articles
• Follow IT change management governance & process procedures
• Effectively communicate and build rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration, from initiation to close
• Familiarity with PowerShell scripting
• Familiarity with MFA/2FA/2SV principles and technologies
• Collaborate with colleagues across the global organization to implement change through structured change management process
• Resolve complex issues and conflicts

Essential Skills:

• 5+ years desktop support / networking experience
• Strong understanding of customer service in a professional services environment
• Strong grounding in all areas of Infrastructure Technology and desktop support
• Excellent verbal and written communication skills
• Ability to communicate technical ideas and issues to both technical and non-technical audiences

This role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website Gov.UK. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected . Details of this will be discussed with you at interview. 

Benefits

Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.

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

Development – access to LinkedIn Learning, a management development programme, and training

Wellness – 24/7 confidential employee assistance programme

Flexible Working – including home working and part time

Social – office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes

Time Off – 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year

Volunteering – 2 paid days per year to volunteer in our local communities or within a charity organisation

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)

Enhanced Maternity and Paternity Pay

Travel – season ticket loan, cycle to work scheme

For a full list of benefits please visit our website (www.methods.co.uk/careers/benefits)