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- Tasks: Provide first-line support and manage incident responses for a vital public health agency.
- Company: Join Methods, a leading IT Services Consultancy transforming the public sector in the UK.
- Benefits: Enjoy 25 days off, private medical insurance, and wellness support.
- 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 Business and Digital Technology Limited is a £100M+ IT Services Consultancy that has partnered with various central government departments and agencies to transform the public sector in the UK. Established over 30 years ago, we focus on creating end-to-end business and technical solutions that are people-centred, safe, and designed for the future.
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.
UKHSA is an executive agency responsible for protecting communities from infectious diseases and other health threats. Methods is working in partnership with the UKHSA ITSM Team providing a Managed Service IT Service Delivery capability.
Role Description
The role involves processing and coordinating appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
Key Duties and Responsibilities
- Responsible for providing first line support
- Support provided by taking calls/responding to emails and handling 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
- Receiving and responding to monitoring alerts
- Utilising the Knowledge Base to provide advice or resolve incidents
- Entering and maintaining relevant records in the Service Management tools
- Promptly allocating incidents to the appropriate resolver group
- Maintaining the asset database and tracking changes
Person Specification
This role would best suit an individual with a proven track record in a similar role, including:
- 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
- Substantive experience in a technical support role
- Supporting PC hardware and software and PC networks
- Experience of administration of user accounts for network access
- Experience and knowledge of Mobile telephony
- 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
- Experience in use of Remote Desktop tools to provide remote support
- Great communication skills and excellent telephone manner
- Attention to detail and good organizational 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
- A supportive and collaborative environment
As well as this, we offer:
- Development access to LinkedIn Learning and training
- Wellness 24/7 Confidential employee assistance programme
- Time off 25 days a year
- Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
- Discretionary Company Bonus based on performance
- Life Assurance of 4 times base salary
- Private Medical Insurance which is non-contributory
- Worldwide Travel Insurance which is non-contributory
Service Desk Analyst - Permanent employer: Methods Business and Digital Technology Ltd
Contact Detail:
Methods Business and Digital Technology Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - Permanent
✨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. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show off your skills! If you’ve got certifications like ITIL or experience with tools like ServiceNow, make sure to highlight them during conversations. It’s all about demonstrating how you can add value to the team.
✨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, it shows you’re genuinely interested in joining our awesome team at Methods.
We think you need these skills to ace Service Desk Analyst - Permanent
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 team. Keep it friendly and professional, just like us at StudySmarter.
Showcase Your Communication Skills: Since this role involves a lot of client interaction, make sure to demonstrate 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!
How to prepare for a job interview at Methods Business and Digital Technology Ltd
✨Know Your ITIL Basics
Since the role requires a solid understanding of ITIL processes, make sure you brush up on the key concepts. Be ready to discuss how you've applied these principles in your previous roles, especially in incident management.
✨Showcase Your Communication Skills
This position demands excellent communication and customer service skills. Prepare examples of how you've effectively communicated with clients or team members in past roles, particularly during high-pressure situations.
✨Familiarise Yourself with ServiceNow
As experience with ServiceNow is essential, take some time to review its functionalities. If possible, practice using the platform to understand ticketing processes, triaging, and escalation procedures.
✨Demonstrate Problem-Solving Abilities
Be prepared to share specific instances where you've successfully resolved technical issues. Highlight your approach to troubleshooting and how you kept clients informed throughout the process.
