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Lead IT Support Specialist

2 months ago

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

About Methods Business and Digital Technology Limited

Methods is a prominent £100m Digital Transformation firm, part of the Alten Group, with over 32 years of experience in delivering innovative business and digital technology solutions. We proudly serve more than 50 active clients, many of whom have partnered with us for over a decade.

Since our inception in 1990, we have collaborated with various central government departments and agencies to revolutionize public sector operations in the UK. Our mission is to enhance and protect public-facing services, applying digital strategies to ensure that our public services prioritize the needs of citizens.

What sets us apart is our human-centric approach; we maintain a customer-focused value system, dedicated to delivering optimal solutions for our clients. We are committed to supporting our clients in achieving project success while fostering collaboration to share expertise and resolve challenges. At Methods, we believe in balancing hard work with enjoyment, embracing mistakes as opportunities for learning, and expanding our private sector client base.

Position Overview

The IT Service Desk team plays a crucial role in managing infrastructure and providing support for laptops, telephony, AV, remote access, mobility, and collaboration technologies throughout the organization. This team aligns with essential business processes, delivering global technology solutions that underpin business operations and empower various teams to provide exceptional customer engagement and solution management. The role caters to a demanding customer base, offering timely support across diverse technologies, with a focus on global endpoint management and assistance.

The Senior Service Desk Analyst is expected to possess a genuine enthusiasm for customer service, adeptly handling inquiries, issues, and requests. This position serves as the primary contact for any IT-related incidents, ensuring prompt resolution of failures and challenges.

Key Responsibilities

  • Demonstrate exceptional troubleshooting abilities across various technology domains, including laptops, telephony, AV, collaboration tools, messaging, remote access, and mobility.
  • Deliver an outstanding 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 assistance for physical laptops, hardware, peripherals, and printers.
  • Support remote endpoints, including laptop setup and OS certification, VPN, and infrastructure.
  • Manage MDM solutions such as InTune and JAMF.
  • Assist with various collaboration and messaging platforms, 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.
  • Oversee account creation and management via Microsoft admin portals.
  • Handle device management through Microsoft admin portals.
  • Manage and oversee 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 addressing common 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 procedural guidelines.
  • Effectively communicate and build rapport with team members, stakeholders, and interface groups using various collaboration techniques.
  • Familiarity with PowerShell scripting.
  • Knowledge of MFA/2FA/2SV principles and technologies.
  • Collaborate with colleagues globally to implement changes through a structured change management process.
  • Resolve complex issues and conflicts.

Essential Qualifications:

  • 5+ years of experience in desktop support and networking.
  • Strong understanding of customer service within a professional services context.
  • Solid foundation in all aspects 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.

Security Clearance Requirement:

This role requires candidates to possess or be willing to undergo Security Clearance. As part of the onboarding process, candidates will need to complete a Baseline Personnel Security Standard; details of the required evidence can be found on the government website.

Benefits Overview

At Methods, we are dedicated to our people; we encourage our colleagues to develop their strengths and pursue their passions.

Joining us means you can expect:

  • Autonomy to enhance and expand your skills and experience.
  • Involvement in impactful project work that contributes 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 various training sessions.

Wellness Support – 24/7 confidential employee assistance program.

Flexible Working Arrangements – Options for home working and part-time schedules.

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

Time Off Benefits – 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, covering spouse and dependents.

Worldwide Travel Insurance – Non-contributory, covering spouse 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.