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

Founded in 1990, Methods has collaborated with various central government departments and agencies to revolutionize public sector operations in the UK. Our goal is to enhance and protect public-facing services, employing digital strategies to ensure that the future of our public services revolves around the needs of our citizens.

What sets us apart is our human-centric approach; we maintain a customer-focused value system that prioritizes delivering the best outcomes for our clients. We are dedicated to supporting our clients in achieving project success while fostering collaboration to share expertise and resolve challenges. At Methods, we embrace a culture of hard work and enjoyment, learning from our experiences along the way.

The Role

The IT Service Desk team is tasked with managing the infrastructure and support for various technologies, including laptops, telephony, AV, remote access, mobility, and collaboration tools across Methods. This team aligns with essential business processes, providing global technology solutions that underpin business operations and empower diverse business and technology teams to deliver exceptional customer engagement and solution management. The role demands timely support for a highly demanding customer base across a spectrum of 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, addressing customer inquiries, problems, and requests. This position serves as the primary contact for any IT-related incidents or issues reported.

Key Responsibilities

  • Demonstrate excellent troubleshooting capabilities across various technology domains, including laptops, telephony, AV, collaboration, messaging, remote access, and mobility.
  • Deliver an exceptional support experience to executives, senior leadership, and global end users throughout the organization.
  • Investigate reported issues and manage assigned cases within Salesforce.
  • Provide on-site assistance for physical laptops, hardware, peripherals, and printers.
  • Support remote endpoints, including laptops, by building and certifying operating systems and managing VPN and infrastructure.
  • Assist with MDM solutions such as InTune and JAMF.
  • Support 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.
  • Handle account creation and management through Microsoft admin portals.
  • Oversee device management via Microsoft admin portals.
  • Manage and implement patching processes and best practices for Windows, Office, and third-party applications across all endpoint types.
  • 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 such as TCP/IP, DNS, WINS, and DHCP.
  • Document processes and update internal knowledge base articles.
  • Adhere to IT change management governance and procedures.
  • Effectively communicate and build rapport with team members, stakeholders, and interface groups using diverse 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 Skills:

  • 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.
  • Exceptional verbal and written communication skills.
  • Able to convey technical concepts and issues to both technical and non-technical audiences.

Security Clearance: This role requires candidates to either possess or be willing to undergo Security Clearance as part of the onboarding process.

Benefits:

Methods values its employees and encourages personal and professional development.

Expect the following:

  • Autonomy to enhance your skills and experience.
  • Engagement in impactful project work that contributes to societal betterment.
  • Inspiring and thought-provoking leadership.
  • A supportive and collaborative work environment.

Development Opportunities: Access to LinkedIn Learning, management development programs, and training.

Wellness Support: 24/7 confidential employee assistance program.

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

Social Activities: Office events, team breakfasts, monthly gatherings, and 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 charitable organizations.

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

Discretionary Company Bonus: Based on individual and company performance.

Life Assurance: Coverage of 4 times 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 Parental Leave: Improved maternity and paternity pay.

Travel Benefits: Season ticket loan and cycle to work scheme.

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

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