At a Glance
- Tasks: Provide top-notch support and solve IT issues for customers.
- Company: Join a leading IT consultancy transforming the public sector.
- Benefits: Enjoy 25 days off, wellness support, and exciting project work.
- Other info: Collaborative culture with fun social events and career growth opportunities.
- Why this job: Make a real difference while developing your skills in a supportive environment.
- Qualifications: Strong problem-solving skills and a passion for technology required.
The predicted salary is between 30000 - 40000 € per year.
Methods Business and Digital Technology Limited 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.
The 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 remedies to 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.
Accountabilities:- Timely answering of support queries from multiple channels
- Promptly escalating issues to the relevant party to ensure progression
- Communicate relevant updates in daily ‘stand ups’ and as requested
- Share knowledge with team members
- 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
- Deliver a high standard of customer service for all support queries
- Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers.
- Undertake server patching in line with agreed processes.
- Update records of customer environments to reflect actions taken
- Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
- Carry out daily checks on customer environments, where required.
- Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant
- Attend weekly meetings with customer technical staff, where required.
- Visit customer sites when required.
- Any other duties as and when required commensurate with organisational position
- Strong analytical and problem-solving skills, with the ability to identify root causes in complex scenarios.
- Excellent communication skills via various channels.
- Ability to clearly communicate technical information to a non-technical audience.
- Learn quickly and keep up to date with the latest technology advancements.
- Work under own initiative, while demonstrating effective teamwork.
- Demonstrate flexibility and adaptability to meet the needs of demanding workloads.
- Deliver high quality work within the expected timescale to meet customer service level expectations.
- Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings.
- Embrace a passion for 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).
- Previous helpdesk experience
- ITILv4
- Microsoft Certifications
- Any SQL/Linux knowledge
- Any Office 365, SharePoint, Azure experience
- Any programming/scripting experience
- Any experience of virtualisation i.e. VMWare, Hyper-V
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
- 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 - Shared Services in London employer: Methods Business and Digital Technology
Methods Business and Digital Technology Limited is an exceptional employer, offering a supportive and collaborative work environment where employees can thrive and develop their skills. With a strong focus on meaningful project work that positively impacts society, staff enjoy autonomy in their roles, access to continuous learning opportunities, and a range of benefits including private medical insurance and wellness programmes. The company fosters a culture of fun and teamwork, ensuring that every team member feels valued and engaged in their work.
Contact Detail:
Methods Business and Digital Technology Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst - Shared Services in London
✨Tip Number 1
Get to know the company! Research Methods and understand their values, especially their focus on collaboration and customer service. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves resolving issues, think of examples from your past experiences where you've tackled challenges. Be ready to share these stories during interviews to demonstrate your analytical abilities.
✨Tip Number 3
Brush up on your communication skills! You'll need to explain technical information to non-technical folks, so practice simplifying complex concepts. This will not only help in interviews but also in your day-to-day work if you land the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Methods team. Good luck!
We think you need these skills to ace Service Desk Analyst - Shared Services in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Analyst role. Highlight your analytical skills, problem-solving abilities, and any relevant IT experience. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT and how your skills align with our mission at Methods. Keep it engaging and personal – we love a good story!
Show Off Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to convey technical information clearly. Use straightforward language and avoid jargon – we want to see how you can connect with non-technical audiences.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Methods!
How to prepare for a job interview at Methods Business and Digital Technology
✨Know Your Tech
Brush up on your knowledge of server and desktop operating systems, networks, and Microsoft cloud offerings. Be ready to discuss how you've used these technologies in past roles or projects, as this will show your passion for IT and technology.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. Since the role involves communicating with non-technical audiences, being able to break down complex information will demonstrate your excellent communication skills and make you stand out.
✨Show Your Problem-Solving Skills
Prepare examples of how you've tackled challenging problems in the past. Highlight your analytical skills and your ability to identify root causes, as this is crucial for a Service Desk Analyst role.
✨Emphasise Teamwork and Flexibility
Be ready to share experiences where you've worked effectively in a team and adapted to changing workloads. This will showcase your ability to thrive in a collaborative environment, which is key at Methods.
