Principal Service Desk Analyst

3 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. This range is provided by Methods. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range Principal Support Analyst As a Principal Support Analyst - Azure, you will serve as a senior technical authority within the support team, providing advanced troubleshooting, mentoring, and operational oversight across customer Azure environments. While not the final escalation point, you will play a key role in resolving complex issues, guiding 1st to 3rd line engineers, and ensuring service excellence across our managed services. About Methods Methods is an established £100m Digital Transformation company, part of the Alten Group, which over the last 30+ 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. Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. Headquartered in central London, with seven regional offices, the company has over 300 colleagues in an organisation centred around distinct portfolio offerings and a further central support services function. Methods delivers multi-disciplinary and full-lifecycle services in a range of specialisms, all related to transitioning from monolithic legacy estates to new, user‑centric, cloud and hybrid‑based models. The company is a national leader in combining user‑centred digital service design with cloud-based open architecture and modern technology services. Key Responsibilities Act as a senior escalation point for complex Azure and infrastructure-related incidents, working closely with Azure Engineers and Technical Leads when needed. Support the design, deployment, and maintenance of Azure IaaS and PaaS solutions. Provide technical leadership and mentoring to 1st, 2nd, and 3rd line engineers. Collaborate with project teams to support cloud migrations and service transitions. Monitor and maintain customer Azure environments using tools such as Azure Monitor, Log Analytics, and Sentinel. Contribute to root cause analysis and implement service improvements. Assist in developing and enforcing operational best practices and documentation. Participate in technical reviews, knowledge sharing, and internal training sessions. Support the onboarding of new customers and services into the managed support model. Technical Expertise Strong knowledge of Microsoft Azure, including: Azure Virtual Machines, Networking, Storage, and Identity (Azure AD) Azure Backup, Site Recovery, and hybrid cloud configurations Infrastructure as Code (ARM, Bicep, or Terraform) Experience with virtualization platforms (VMware, Hyper‑V) Proficient in scripting and automation (PowerShell, Azure CLI) Solid understanding of networking fundamentals (DNS, VPN, firewalls) Familiarity with monitoring and security tools (Azure Monitor, SCOM, OMS) Professional Experience Significant experience in a senior support role within a Managed Services Provider (MSP) or enterprise IT environment. Demonstrated ability to resolve complex technical issues and mentor junior staff. Experience working in a structured support environment with defined SLAs and escalation paths. Certifications (Preferred) Microsoft Certified: Azure Administrator Associate or equivalent Microsoft Certified: Azure Solutions Architect (desirable) ITIL Foundation or higher SC Clearance (or eligibility to obtain) Soft Skills Excellent communication and interpersonal skills Strong analytical and problem‑solving abilities Proactive, self‑motivated, and collaborative Able to explain technical concepts clearly to both technical and non‑technical audiences Career Development Access to Microsoft certification programs and exam vouchers Online training via Pluralsight Opportunities to progress into Azure Engineering, Technical Lead, or Consulting roles Work Environment Primarily home‑based with occasional travel to customer sites and the London office Flexible working arrangements and a collaborative team culture Security Clearance 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; 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. Benefits 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. For a full list of benefits please visit our website (www.methods.co.uk/careers/benefits). Seniority level Associate Employment type Full‑time Job function Consulting Industries IT Services and IT Consulting #J-18808-Ljbffr