Lead IT Support Specialist

3 weeks ago

London, Greater London, United Kingdom Methods Business and Digital Technology Full time

About Methods Business and Digital Technology Limited

Methods is a leading IT Services Consultancy with a turnover exceeding £100M, dedicated to partnering with various central government departments and agencies to enhance the operational efficiency of the public sector in the UK. With over three decades of experience and a UK-based foundation, we leverage our expertise in transformation, delivery, and collaboration across the Methods Group to develop comprehensive business and technical solutions that prioritize people, safety, and future readiness.

Our distinct human-centric approach differentiates us from other consultancies, system integrators, and software providers. We place people, technology, and data at the core of our operations, striving to create value and sustainability in all our endeavors for clients, employees, communities, and the environment.

We assist our clients in achieving project success while fostering collaboration to share expertise and resolve challenges. At Methods, we believe in enjoying our work while maintaining a strong work ethic; we embrace mistakes as learning opportunities.

While primarily focused on the public sector, Methods is expanding its client base within the private sector.

Position Overview

The IT Service Desk team is tasked with managing the infrastructure and support for various technologies, including laptops, telephony, audiovisual systems, remote access, mobility, and collaboration tools across Methods. This team aligns with essential business processes throughout the organization, delivering global technology solutions that underpin business operations and empower diverse business and technology teams to provide exceptional customer engagement and solution management. The role involves supporting a demanding customer base, offering timely assistance across a variety of technologies, with a focus on global endpoint management and support.

The Senior Service Desk Analyst is expected to possess a genuine enthusiasm for customer service, addressing customer calls, queries, problems, issues, and requests. This position serves as the initial point of contact for any IT-related incidents, failures, or issues reported.

Key Responsibilities

  • Demonstrate exceptional troubleshooting abilities across all technology domains, including laptops, telephony, audiovisual systems, collaboration tools, messaging, remote access, and mobility.
  • Deliver a superior support experience to executives, senior leadership, and global end users within the organization.
  • Diagnose reported issues and manage assigned cases within Salesforce.
  • Provide on-site support for physical laptops, hardware, peripherals, and printers.
  • Assist with remote endpoints, including laptop setup and OS certification, VPN, and infrastructure support.
  • Support Mobile Device Management (MDM) solutions such as InTune and JAMF.
  • Assist with various collaboration and messaging technologies, including Teams and Zoom.
  • Administer Microsoft admin portals including M365, InTune, Defender, Entra, SharePoint, Teams, and Exchange.
  • Utilize and manage technologies such as Windows 11, Mac OS, TeamViewer, and Azure.
  • Handle account creation and management via Microsoft admin portals.
  • Oversee device management through Microsoft admin portals.
  • Manage and implement patching processes and best practices for Windows, Office, and third-party applications across virtual, physical, and mobile endpoints.
  • Install hardware, software applications, security updates, and service packs.
  • Focus on automating recurring processes and resolving issues.
  • Test and certify hardware and software technologies.
  • Understand networking principles, practices, and technologies, including TCP/IP, DNS, WINS, and DHCP.
  • Provide documentation and update internal knowledge base articles.
  • Adhere to IT change management governance and process procedures.
  • Effectively communicate and build rapport with team members, stakeholders, and interface groups using various collaboration techniques.
  • Familiarity with PowerShell scripting.
  • Understanding of MFA, 2FA, and 2SV principles and technologies.
  • Collaborate with colleagues globally to implement changes through a structured change management process.
  • Resolve complex issues and conflicts.

Qualifications

  • 5+ years of experience in desktop support and networking.

Strong understanding of customer service within a professional services environment.

Solid foundation in all areas of Infrastructure Technology and desktop support.

Excellent verbal and written communication skills.

Ability to convey technical concepts and issues to both technical and non-technical audiences.

This role may require security clearance. Candidates will be asked to complete a Baseline Personnel Security Standard as part of the onboarding process. Details regarding the evidence required for application can be found on the government website. Failure to meet these criteria may result in delays or rejection of employment. This will be discussed during the interview.

Benefits

At Methods, we are committed to our people; we aim for our colleagues to develop their strengths and pursue their passions.

By joining our team, you can expect:

  • Autonomy to enhance and expand your skills and experience.
  • Engagement in exciting projects that contribute positively to society.
  • Strong, inspiring, and thought-provoking leadership.
  • A supportive and collaborative work environment.

Development Opportunities – Access to LinkedIn Learning, a management development program, and training.

Wellness Support – 24/7 confidential employee assistance program.

Flexible Working Arrangements – Including options for remote work and part-time schedules.

Social Engagement – Office events, breakfast gatherings, monthly pizza days, and a commitment to charitable initiatives.

Time Off – 25 days of annual leave, plus bank holidays, with the option to purchase an additional 5 days each year.

Volunteering Opportunities – 2 paid days per year to volunteer in local communities or with charitable organizations.

Pension Scheme – Salary Exchange Scheme with a 4% employer contribution and 5% employee contribution.

Discretionary Company Bonus – Based on both company and individual performance.

Life Assurance – Coverage of 4 times the base salary.

Private Medical Insurance – Non-contributory coverage for employees, spouses, and dependents.

Worldwide Travel Insurance – Non-contributory coverage for employees, spouses, and dependents.

Enhanced Maternity and Paternity Leave

Travel Benefits – Season ticket loan and cycle-to-work scheme.

For a comprehensive list of benefits, please visit our website.

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