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- Tasks: Provide first line support and manage incident responses for clients.
- Company: Join a supportive team at a leading health agency.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and wellness support.
- Why this job: Make a real difference while developing your skills in a collaborative environment.
- Qualifications: Experience in IT support and knowledge of ITIL processes required.
- Other info: Access to LinkedIn Learning and exciting project work awaits you.
The predicted salary is between 36000 - 60000 £ per year.
The role involves processing and coordinating appropriate and timely responses to incident alerts, including channeling requests for assistance to appropriate functions for resolution, monitoring resolution activity, and keeping clients apprised of progress towards service restoration. Candidates should have a track record in a Service Desk Analyst role, ideally with knowledge of ITIL processes.
Responsibilities
- Provide first line support
- Take calls, respond to emails, and handle resulting incidents or requests
- Support and issue resolution in line with UKHSA service level agreements
- Manage incidents using UKHSA ITSM tools
- Route incidents to the appropriate business or third-party support
- Receive and respond to monitoring alerts
- Use the Knowledge Base to provide advice or resolve incidents
- Enter and maintain records in the Service Management tools
- Promptly allocate incidents to the appropriate resolver group
- Maintain the asset database and track changes
Proven experience in delivery in a similar ITIL-aligned role, incident management experience, including communicating with business stakeholders, and experience providing end-user device support.
Qualifications
- ITIL Foundation 4 Certificate, AZ-900, MS-900
- Experience in a high-ticket, high-volume first line support role
- Substantive experience in technical support (PC hardware/software, networks, hardware configuration, LAN connectivity)
- Experience administering user accounts for network access (creation/modification/permissions, secure groups, account removal)
- Experience and knowledge of Mobile telephony
- Substantive experience in Active Directory and Microsoft Azure (Entra ID), Microsoft Intune
- Experience administering user accounts for network access
- Essential experience in ServiceNow ticketing, triaging and escalation
- Experience using Remote Desktop tools for remote support
- Experience and knowledge of MS Teams
- Strong communication skills and a friendly customer service approach
- Attention to detail, good literacy and organisational skills
Benefits
- Autonomy to develop and grow your skills
- Opportunity to be part of exciting project work that makes a difference
- Strong, inspiring leadership and a supportive, collaborative environment
- Development access to LinkedIn Learning and training programmes
- Wellness 24/7 confidential employee assistance
- Social events and charitable initiatives
- 25 days annual leave
- Pension Salary Exchange with employer and employee contributions
- Discretionary company bonus based on performance
- Life Assurance (4x base salary)
- Private Medical Insurance (non-contributory, including dependents)
- Worldwide Travel Insurance (non-contributory, including dependents)
Service Desk Analyst - Permanent in City of Westminster employer: Methods
Contact Detail:
Methods Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - Permanent in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Analyst role.
✨Tip Number 2
Prepare for those interviews! Research common questions for Service Desk Analyst positions and practice your responses. We recommend using 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 experience with ITIL processes or tools like ServiceNow, make sure to highlight that in conversations. We want to see how your background aligns with the role, so don’t hold back on sharing your achievements.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and eager to join our team. Let’s get you started on this exciting journey!
We think you need these skills to ace Service Desk Analyst - Permanent in City of Westminster
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 support roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your experience with incident management and customer service.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your strong communication skills. Use clear and concise language, and don’t hesitate to showcase your friendly customer service approach!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Methods
✨Know Your ITIL Basics
Make sure you brush up on your ITIL processes before the interview. Understanding the framework will not only help you answer questions confidently but also show that you're serious about the role and its requirements.
✨Showcase Your Communication Skills
Since this role involves a lot of interaction with clients and stakeholders, practice articulating your thoughts clearly. Use examples from your past experiences to demonstrate how you've effectively communicated in high-pressure situations.
✨Familiarise Yourself with ServiceNow
If you have experience with ServiceNow, be ready to discuss it! If not, take some time to learn the basics. Being able to talk about ticketing systems and incident management tools will give you an edge.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think of specific incidents you've handled in the past and how you resolved them, focusing on your thought process and the outcome.
