Service Desk Analyst

Summary

Join Methods as a Service Desk Analyst and provide high-quality support to internal and external customers, resolving problems throughout the information system lifecycle. You will answer support queries, escalate issues, communicate updates, and share knowledge with team members. Responsibilities include maintaining awareness of SLAs, delivering excellent customer service, maintaining accurate records, and undertaking server patching. You will also respond to monitoring alerts, carry out daily checks, contribute to knowledge bases, and attend meetings. The role is predominantly remote with occasional office days. Methods offers a supportive and collaborative environment with various benefits.

Requirements

• Strong analytical and problem-solving skills, with the ability to identify root causes in complex scenarios
• Excellent communication skills via various channels
• Ability to clearly communicate technical information to a non-technical audience
• Learn quickly and keep up to date with the latest technology advancements
• Work under own initiative, while demonstrating effective teamwork
• Demonstrate flexibility and adaptability to meet the needs of demanding workloads
• Deliver high quality work within the expected timescale to meet customer service level expectations
• Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings
• Embrace a passion for IT and technology
• A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer’s own knowledge
• Willingness and ability to work during weekends and out‐of‐hours when necessary (additional compensation for these hours of working will apply in line with T&Cs)

Responsibilities

• Timely answering of support queries from multiple channels
• Promptly escalating issues to the relevant party to ensure progression
• Communicate relevant updates in daily ‘stand ups’ and as requested
• Share knowledge with team members
• Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution
• Maintain awareness of all relevant Service Level Agreements
• Deliver a high standard of customer service for all support queries
• Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers
• Undertake server patching in line with agreed processes
• Update records of customer environments to reflect actions taken
• Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements
• Carry out daily checks on customer environments, where required
• Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant
• Attend weekly meetings with customer technical staff, where required
• Visit customer sites when required
• Any other duties as and when required commensurate with organisational position

Preferred Qualifications

• Previous helpdesk experience
• ITILv4
• Microsoft Certifications
• Any SQL/Linux knowledge
• Any Office 365, SharePoint, Azure experience
• Any programming/scripting experience
• Any experience of virtualisation i.e. VMWare, Hyper-V

Benefits

• 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
• 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