Principal Service Desk Analyst in Leeds

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.

The Principal Service Desk Analyst, like theSenior and Service Desk Analyst, is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remediesto prevent future incidents.They also process and coordinate appropriate and timely responses to incident reports, including the channelling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration.

ThePrincipal Service Desk Analystis an escalation point for the Service Desk Teamand is required to deliver advanced problem resolution, working with internaland/or external resources where necessary. In addition, they will assist with analysis of trends and patterns across the IT environment and lead Service Desk projects assigned to them. The Principal Service Desk Analyst will deputise for the Service Desk Team Leader at times of high workload or absence.

Accountabilities:

• Timelyansweringofsupport queriesfrom both customers and colleagues
• Maintain ownershipofescalatedissuesthrough toresolution
• Help junior colleagues use various sources to find potentialsolutions
• Discuss resolution of complex problems withcolleaguesto help them successfully resolve similar issues in thefuture
• Communicate relevant updatesin daily ‘stand ups’and asrequested
• Collaborate with peersacross the wider organisationtobring additional knowledge into ManagedServices
• Share knowledge with team members
• Support the development of junior colleagues by modelling desirablebehaviours
• Ensurepatch management is effective and all customer assets within our scope of responsibilityare updated with the latestpatches
• Provide updates, status, and completion information tomanagement

Responsibilities:

• Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution.
• Maintain awareness of all relevant Service Level Agreements
• Systematically interpret user problems and identify solutions, interrogating data sources to expand knowledge considering contextually relevant information.
• Troubleshoot advanced issues in all scenarios including but not limited to end user compute, server and infrastructure components, and cloud platforms,and proactively identify and investigate potential widerimpact
• Provide support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Provide support services for Microsoft cloud related technologies: Azure, Modern Workplace / Office 365, Power Platform, etc.
• Proactively identifyand communicatecurrent and potentialissues usinga variety of methods includingmonitoringand service managementtools
• Identify and communicate opportunities forupstream process changesand/or system configurationchanges
• Create, use and share PowerShell scripts for device, server, account, and resource configuration and managementtasks
• Deliver a high standard of customer service for all supportqueries
• Maintain accurate records of customer interactions,capturing sufficiently detailed information fromcustomers.
• Documentand sharetroubleshooting techniques used to successfully resolve complexproblems
• Update records of customer environments to reflect actionstaken
• Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
• Stayup-to-dateon customers' applicationlandscapes
• Analyse and improve knowledge database to reduce resolution times and improve contactoutcomes
• Collaborate withtechnicalresources fromboth internal and externalITTeams/Business Units/Vendors
• Visit customer sites when required.
• Trainand/or mentorService Desk Analystsand Senior Service Desk Analysts
• Deputise for the Service Desk Manager at times of high workloadand/orabsence
• Any other duties as and when required commensurate with organisationalposition

Essential Requirements

• Experience of working on a Service Desk
• Strong analytical andcreative problem-solving skills, with the ability to identify rootcauses in complex scenarios.
• Locate and evaluate relevant information effectively and efficiently
• Excellent communication skills viavariouschannels.
• Ability toclearlycommunicate technical information to a non-technical audience.
• Ability to clearlycommunicate technical informationwitha technical audience.
• Learn quickly and keep up to date with the latest technology advancements.
• Use time management techniques to workefficientlyunder own initiative, while demonstrating effective teamwork.
• Demonstrate flexibility and adaptabilityto meet the needs of demanding workloads.
• Deliver high quality work within the expected timescale to meet customer service level expectations.
• Have a broadand deepknowledge of server and desktop operating systems, networks and office systems, plusMicrosoft cloud offerings.
• Competent in PowerShellprogramming/scripting
• Demonstrate an ethos of continual business and professional development
• Embrace a passionfor IT and technology.
• A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer’s own knowledge.
• Willingness and ability to work during weekends and out‑of‑hours when necessary (additional compensation for these hours of working will apply in line with T&Cs).

Desirable Requirements

• Previoustraining or mentoringexperience
• Experience ofremote monitoring and management software
• Advanced knowledge of server administration activities
• Advanced knowledge of Windows server components
• Advanced knowledge of Linux server components
• Advanced knowledge of networking principles and components
• Advanced knowledge of Azure platform components
• Advanced knowledge of Microsoft 365 platform components
• Microsoft Certifications
• Any SQL knowledge
• Any experienceofvirtualisationi.e.VMWare, Hyper‑V
• ITILv4

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

As well as this we offer:

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

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)