At a Glance
- Tasks: Lead the Service Desk team in resolving IT issues and improving customer support.
- Company: Join a £100M+ IT consultancy transforming the public sector in the UK.
- Benefits: Enjoy flexible working, wellness programmes, and 25 days annual leave plus bank holidays.
- Other info: Be part of exciting projects and enjoy social events with a collaborative team.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience in service desk roles and strong problem-solving skills required.
The predicted salary is between 31500 - 38500 £ per year.
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 the Senior 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.
The Principal 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 Managed Services
- 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, Share Point, 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 Power Shell 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 external ITTeams/Business Units/Vendors
- Visit customer sites when required.
- Trainand/or mentor Service 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, plus Microsoft cloud offerings.
- Competent in Power Shellprogramming/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 Linked In 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)
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Principal Service Desk Analyst in Manchester employer: Methods
At Methods, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture. Our remote Senior Fabric Architect role offers the flexibility to work from home while also providing opportunities for professional growth through mentorship and engagement with senior stakeholders. With a focus on modern data platforms and a commitment to employee development, joining our team means being part of a forward-thinking company that values your contributions and supports your career aspirations.
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 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 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.
✨Leverage LinkedIn for Connections
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!
✨Direct Apply to Methods
Let's not forget to apply directly through the Methods 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.
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. 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
✨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.
