At a Glance
- Tasks: Resolve IT issues and provide top-notch support to customers.
- Company: Join a leading IT consultancy transforming the public sector in the UK.
- Benefits: Enjoy 25 days off, private medical insurance, and wellness programmes.
- Other info: Collaborative culture with fun social events and opportunities for growth.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Strong problem-solving skills and a passion for technology are essential.
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 Service Desk Analyst is there toachieve theresolution (both reactive and proactive) of problems throughout the information system lifecycle, includingclassification, prioritisation and initiation of action, documentation of root causes and implementation of remediesto prevent future incidents.
They alsoprocess and coordinateappropriate and timely responses to incident reports, includingthechannellingofrequests for help to appropriate functions for resolution, monitoring resolution activity, and keepingcustomersappraised of progress towards service restoration.
Accountabilities:
- Timelyansweringofsupport queriesfrommultiple channels
- Promptlyescalating issues to the relevantparty to ensureprogression
- Communicate relevant updatesin daily ‘stand ups’andasrequested
- Share knowledge with team members
Responsibilities:
- Provide consistent high-qualitysupport 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
- Delivera highstandardof customer service for all supportqueries
- Maintain accurate records of customer interactions, capturing sufficiently detailed information fromcustomers.
- Undertakeserver patching in line with agreed processes.
- Updaterecords of customer environments to reflect actionstaken
- Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
- Carry out daily checks on customer environments, where required.
- Contributeto knowledge bases, writing/reviewing technical knowledge articles, where relevant
- Attend weekly meetings with customer technical staff, where required.
- Visit customer sites whenrequired.
- Any other duties as and when required commensurate with organisationalposition
Essential Requirements
- 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).
Desirable Requirements
- 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 Manchester employer: Methods
Methods is an exceptional employer, offering a dynamic and supportive work culture that prioritises collaboration and innovation. With a strong focus on employee development through access to training and wellness programmes, team members are empowered to grow their skills while contributing to meaningful projects that positively impact society. The hybrid working model and commitment to work-life balance further enhance the appeal of joining this forward-thinking consultancy.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst - Shared Services in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Methods. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Methods before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst - Shared Services in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Methods:Your cover letter is your chance to shine! Tell us why you want to work at Methods specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Methods!
How to prepare for a job interview at Methods
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
