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- Tasks: Provide first-line support and manage incident responses for a vital public health agency.
- Company: Join a leading IT consultancy transforming public sector services in the UK.
- Benefits: Enjoy 25 days off, private medical insurance, and wellness programmes.
- Why this job: Make a real difference in society while developing your skills in a supportive environment.
- Qualifications: Experience in IT Service Desk roles and knowledge of ITIL processes required.
- Other info: Collaborative culture with exciting projects and opportunities for personal growth.
The predicted salary is between 28800 - 43200 £ per year.
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.
UKHSA is an executive agency, sponsored by the Department of Health and Social Care and is responsible for protecting every member of every community from the impact of infectious diseases, chemical, biological, radiological and nuclear incidents and other health threats. They provide intellectual, scientific and operational leadership at national and local level, as well as on the global stage, to make the nation's health secure. Methods are working in partnership with the UKHSA ITSM Team providing a Managed Service IT Service Delivery capability.
The 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.
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 UKHSA service level agreements
- Successful support and incident management utilising UKHSA 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 Specification
This 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)
Service Desk Analyst in London employer: EdgeMethods
Contact Detail:
EdgeMethods Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to the Service Desk Analyst role. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website that highlights your experience and projects. This is a great way to stand out and give potential employers a glimpse of what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Service Desk Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with ITIL processes and any relevant technical skills. We want to see how your background aligns with what we do at Methods!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to our mission at UKHSA. Keep it friendly and professional, just like us!
Show Off Your Communication Skills: Since this role involves a lot of client interaction, make sure to showcase your excellent communication skills in your application. We love candidates who can convey complex information clearly and concisely!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at EdgeMethods
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge before the interview. Since this role is heavily aligned with ITIL processes, being able to discuss how you've applied these principles in your previous roles will show that you're a great fit.
✨Showcase Your Communication Skills
As a Service Desk Analyst, you'll be the first point of contact for clients. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few examples of how you've effectively communicated with clients or resolved issues in the past.
✨Familiarise Yourself with ServiceNow
Since experience with ServiceNow is essential, take some time to familiarise yourself with its functionalities. If you can demonstrate your understanding of ticketing systems and how to triage incidents, it will definitely set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about common issues you've encountered in previous roles and how you resolved them. This will help you illustrate your problem-solving skills and ability to work under pressure.
