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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 various central government departments and agencies to transform the public sector in the UK. Established over 30 years ago, we focus on creating 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 informed of progress towards service restoration.
RequirementsCandidates 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 by 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
- Receiving and responding to monitoring alerts
- Utilising the Knowledge Base to provide advice or resolve incidents
- Entering and maintaining relevant records in the Service Management tools
- Promptly allocating incidents to the appropriate resolver group
- Maintaining the asset database and tracking changes
This role would best suit an individual who has a proven track record in delivery in a similar role:
- 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
- Previous experience working on High ticket and call volume desk - 1st line support
- Substantive experience in a technical support role
- Supporting PC hardware and software and PC networks
- Hardware configuration and LAN connectivity
- PC and LAN hardware devices
- Microsoft operating systems and network software
- Microsoft application software
- 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 of Administration of user accounts for network access
- Essential experience in ServiceNow ticketing systems, triaging and escalation of Service Desk processes
- Experience in use of Remote Desktop tools to provide remote support to customers
- Experience and knowledge of MS Teams
- Great communication skills, excellent telephone manner, and friendly customer service skills
- Attention to detail, good communication, literacy, and organisation 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 events such as 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
Contact Detail:
Methods 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 folks in your industry on LinkedIn or at local meetups. 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! Before your interview, run through common questions with a friend or in front of the mirror. This will help you feel more confident and articulate when it’s your turn to shine.
✨Tip Number 3
Show off your skills! If you’ve got relevant experience or projects, don’t hesitate to bring them up during interviews. Use real examples to demonstrate how you can add value to the team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll be one step closer to joining our awesome team at Methods!
We think you need these skills to ace Service Desk Analyst - Permanent
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 skills. We want to see how your background aligns with what we do at Methods!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to our team. Keep it friendly and professional, just like us at StudySmarter.
Show Off Your Communication Skills: Since this role involves a lot of client interaction, make sure to showcase your communication skills in your application. Whether it's through your writing style or examples of past experiences, let us know you can connect with people!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Methods
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge before the interview. Since the role requires a solid understanding of ITIL processes, being able to discuss how you've applied these in previous roles will show that you're a great fit.
✨Showcase Your Communication Skills
As a Service Desk Analyst, you'll be the first point of contact for clients. Practice articulating your thoughts clearly and confidently. Use examples from past experiences where your communication made a difference in resolving issues.
✨Familiarise Yourself with ServiceNow
Since experience with ServiceNow is essential, take some time to understand its functionalities. If you can, mention specific instances where you've used it effectively to manage incidents or requests during the interview.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of situations where you had to triage incidents or handle high ticket volumes, and be ready to explain your thought process and actions taken.
