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- Tasks: Provide first line support and manage incident responses for clients.
- Company: Join a leading IT 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 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 growth.
The predicted salary is between 36000 - 60000 £ per year.
Methods Business and Digital Technology Limited is a £100M+ IT Services Consultancy that 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 to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.
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, and keeping clients appraised of progress towards service restoration. Candidates must have a previous track record of performing a Service Desk Analyst role, ideally with a proven knowledge and understanding of how these align with ITIL processes.
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 service level agreements
- Successful support and incident management utilising 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
- 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
- Hardware configuration and LAN connectivity
- 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 in use of Remote Desktop tools to provide remote support to customers
- Great communication skills, excellent telephone manner, and friendly customer service skills
- Attention to detail and 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
- 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 - Permanent employer: Methods Business and Digital Technology
Contact Detail:
Methods Business and Digital Technology 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 people in your industry, attend events, and connect 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
Practice makes perfect! Prepare for interviews by doing mock sessions with friends or using online platforms. Get comfortable with common questions and showcase your experience in ITIL processes and service desk roles.
✨Tip Number 3
Show off your skills! When you get the chance, demonstrate your technical know-how during interviews. Talk about your experience with ServiceNow, Active Directory, and any relevant certifications you've got under your belt.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Methods and contributing to our mission.
We think you need these skills to ace Service Desk Analyst - Permanent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Service Desk Analyst role. Highlight your ITIL knowledge, incident management experience, and any relevant certifications to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share why you're passionate about the role and how your previous experiences make you a great fit for Methods. Don’t forget to mention your love for collaboration and problem-solving!
Showcase Your Communication Skills: Since this role involves a lot of client interaction, it’s crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to show us you can handle calls and emails like a pro!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at Methods!
How to prepare for a job interview at Methods Business and Digital Technology
✨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 for the Service Desk Analyst position.
✨Showcase Your Communication Skills
This role requires excellent communication skills, so be prepared to demonstrate your ability to communicate effectively. Practice explaining technical concepts in simple terms, as you'll need to do this when assisting clients and colleagues.
✨Familiarise Yourself with ServiceNow
Since experience with ServiceNow is essential, make sure you can talk about your previous experiences using this ticketing system. If you have specific examples of how you've triaged or escalated incidents, share those during the interview.
✨Highlight Your Customer Service Experience
The role emphasises friendly customer service, so think of examples where you've gone above and beyond to help users. Be ready to discuss how you handle difficult situations and maintain a positive attitude while resolving issues.
