Service Desk Analyst

Job Title: - Service Desk Analyst

Reporting to: - Service Desk Manager

Job type: - Permanent, full time

Location: - 5 days onsite Canary Wharf  

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.

Requirements

• Providing 1st and 2nd line IT Support for all colleagues regardless of location (Remote and Onsite)

• Work closely with all IT teams such as the Infrastructure, Enterprise Application Services, Business Solutions and, End User Computer (EUC) teams
• Understanding and administering technologies such as Windows 10, Active Directory, Azure, Office 365, Exchange and SCCM
• Assisting with data transfers to and from SharePoint
• Creation of KB articles for known issues/workarounds
• Configuring WVD and MFA user profiles
• Ensure all calls, incidents and service requests are responded to in accordance to agreed SLAs
• Supporting VIP related incidents and requests
• Provide customer training
• Demonstrate excellent customer service
• Managing the various tasks involved in CMA leaver and joiner process
• Assist with Manchester IT onboarding and inductions
• Provision, maintain and upgrade of end user hardware (laptops, desktops, mobiles and peripherals)
• Processing lost/stolen equipment
• Asset management
• Assist in performing daily checks such as ensuring meeting room equipment is working
• AV/Meeting room support
• Assist with any ad hoc IT project transitioning into BAU
• Ensure security policies and processes are adhered to
• Working with the existing resource to assist in equipment setup/testing in ONB when required

Person Specification:

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

Additional Information:

• Experience of working in an IT support role, with familiarity of IT Service Management tools; or completed an ITIL Foundation, Level 2 or Level 3 End User Computing qualification.
• 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
• Excellent problem solving skills
• A self-motivated achiever who gains satisfaction from providing excellent customer service
• A client facing Service Desk Analyst with good interpersonal skills in person or on calls

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)