At a Glance
- Tasks: Lead the Service Desk team in resolving complex IT issues and enhancing customer satisfaction.
- Company: Join a £100M+ IT consultancy transforming the public sector with innovative solutions.
- Benefits: Enjoy flexible working, wellness programmes, and 25 days annual leave plus bank holidays.
- Other info: Opportunities for professional growth and exciting project work await you!
- Why this job: Make a real impact while developing your skills in a supportive and fun environment.
- Qualifications: Experience in Service Desk roles and strong problem-solving skills are essential.
The predicted salary is between 31500 - 38500 £ 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 Principal 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. The Principal Service Desk Analyst is an escalation point for the Service Desk Team and is required to deliver advanced problem resolution, working with internal and/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:
- Timely answering of support queries from both customers and colleagues
- Maintain ownership of escalated issues through to resolution
- Help junior colleagues use various sources to find potential solutions
- Discuss resolution of complex problems with colleagues to help them successfully resolve similar issues in the future
- Communicate relevant updates in daily ‘stand ups’ and as requested
- Collaborate with peers across the wider organisation to bring additional knowledge into Managed Services
- Share knowledge with team members
- Support the development of junior colleagues by modelling desirable behaviours
- Ensure patch management is effective and all customer assets within our scope of responsibility are updated with the latest patches
- Provide updates, status, and completion information to management
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 wider impact
- 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 identify and communicate current and potential issues using a variety of methods including monitoring and service management tools
- Identify and communicate opportunities for upstream process changes and/or system configuration changes
- Create, use and share PowerShell scripts for device, server, account, and resource configuration and management tasks
- Deliver a high standard of customer service for all support queries
- Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers.
- Document and share troubleshooting techniques used to successfully resolve complex problems
- Update records of customer environments to reflect actions taken
- Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
- Stay up-to-date on customers' application landscapes
- Analyse and improve knowledge database to reduce resolution times and improve contact outcomes
- Collaborate with technical resources from both internal and external IT Teams/Business Units/Vendors
- Visit customer sites when required.
- Train and/or mentor Service Desk Analysts and Senior Service Desk Analysts
- Deputise for the Service Desk Manager at times of high workload and/or absence
- Any other duties as and when required commensurate with organisational position
Requirements
Essential Requirements
- Experience of working on a Service Desk
- Strong analytical and creative problem-solving skills, with the ability to identify root causes in complex scenarios.
- Locate and evaluate relevant information effectively and efficiently
- Excellent communication skills via various channels.
- Ability to clearly communicate technical information to a non-technical audience.
- Ability to clearly communicate technical information with a technical audience.
- Learn quickly and keep up to date with the latest technology advancements.
- Use time management techniques to work efficiently 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 and deep knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings.
- Competent in PowerShell programming/scripting
- Demonstrate an ethos of continual business and professional development
- 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).
Desirable Requirements
- Previous training or mentoring experience
- Experience of remote 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 experience of virtualisation i.e. VMWare, Hyper-V
- ITILv4
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
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)
Principal Service Desk Analyst in Manchester employer: Methods Business and Digital Technology
At Methods Business and Digital Technology, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. As a Principal Microsoft Fabric Architect, you will enjoy the flexibility of remote work while having access to professional development opportunities and mentorship from industry leaders. Our commitment to employee growth, coupled with the chance to work on cutting-edge projects in a dynamic environment, makes us an exceptional employer for those seeking meaningful and rewarding careers.
Contact Details:
Methods Business and Digital Technology Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Principal Service Desk Analyst in Manchester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Methods Business and Digital Technology values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Methods Business and Digital Technology might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Methods Business and Digital Technology!
✨Direct Apply to Methods Business and Digital Technology
Let's not forget to apply directly through the Methods Business and Digital Technology website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Principal Service Desk Analyst in Manchester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Methods Business and Digital Technology.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Methods Business and Digital Technology. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Methods Business and Digital Technology
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
