Service Desk Analyst

2 months ago

London, Greater London, United Kingdom Methods Business and Digital Technology Full time
{"title": "Service Desk Analyst", "description": "Job Summary

We are seeking a highly skilled Service Desk Analyst to join our team at Methods Business and Digital Technology. As a Service Desk Analyst, you will be responsible for providing exceptional IT support to our colleagues, ensuring that their technical issues are resolved efficiently and effectively.

Key Responsibilities
  • Provide 1st and 2nd line IT support for all colleagues, regardless of location
  • Work closely with IT teams to resolve technical issues
  • Administer technologies such as Windows 10, Active Directory, Azure, Office 365, and SCCM
  • Assist with data transfers to and from SharePoint
  • Configure WVD and MFA user profiles
  • Ensure all calls, incidents, and service requests are responded to in accordance with agreed SLAs
  • Support VIP-related incidents and requests
  • Provide customer training
  • Demonstrate excellent customer service
  • Manage the various tasks involved in CMA leaver and joiner processes
  • Assist with Manchester IT onboarding and inductions
  • Provision, maintain, and upgrade end-user hardware
  • Process lost or stolen equipment
  • Asset management
  • Assist in performing daily checks, such as ensuring meeting room equipment is working
  • AV/Meeting room support
  • Assist with ad-hoc IT projects transitioning into BAU
  • Ensure security policies and processes are adhered to
Requirements
  • Experience of working in an IT support role, with familiarity of IT Service Management tools
  • 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
  • Excellent problem-solving skills
  • A self-motivated achiever who gains satisfaction from providing excellent customer service
  • A client-facing Service Desk Analyst with good interpersonal skills in person or on calls
What We Offer
  • 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
Benefits
  • Development opportunities, including access to LinkedIn Learning and a management development program
  • Wellness initiatives, including a 24/7 confidential employee assistance program
  • Flexible working arrangements, including home working and part-time options
  • Social activities, including office parties, breakfast Tuesdays, and monthly pizza Thursdays
  • Time off, including 25 days of annual leave and bank holidays
  • Volunteering opportunities, including 2 paid days per year to volunteer in local communities or charity organizations
  • Pension scheme, including a 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 benefits, including a season ticket loan and cycle to work scheme
", "lang_code": "en-US"}

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