Service Desk Analyst

1 month ago

Manchester, United Kingdom Methods Full time

Job Description

Methods is an established £100m Digital Transformation company, part of the Alten Group, which over the last 32 years has provided innovative business and digital technology services. We have over 50 active clients many of which have been working with us for more than 10 years.

Since our establishment in 1990, Methods has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Our mission is to improve and safeguard public-facing services. We apply digital thinking to ensure the future of our public services is centred around our citizens.

Our human touch sets us apart from other consultancies, system integrators and software houses - we have a customer-centric value system whereby we focus on delivering what is right for our clients. We passionately 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. building a significant private sector client portfolio.

The 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 remedies to 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. Important to note that this role may entail onsite days at a client site.

Key Tasks

  • Timely answering of support queries from multiple channels
  • Promptly escalating issues to the relevant party to ensure progression
  • Communicate relevant updates in daily ‘stand ups’ and as requested
  • Share knowledge with team members
  • 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
  • Deliver a high standard of customer service for all support queries
  • Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers.
  • Undertake server patching in line with agreed processes.
  • Update records of customer environments to reflect actions taken
  • Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
  • Carry out daily checks on customer environments, where required.
  • Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant
  • Attend weekly meetings with customer technical staff, where required.
  • Visit customer sites when required.
  • Any other duties as and when required commensurate with organisational position

This role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard (BPSS); details of the evidence required to apply may be found on the government website Gov.UK. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected. Details of this will be discussed with you at interview.

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

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

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)

Enhanced Maternity and Paternity Pay

Travel – season ticket loan, cycle to work scheme

#J-18808-Ljbffr

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