Senior Service Desk Analyst

Methods is an established £100m Digital Transformation company, part of the Alten Group, which over the last 32 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. building a significant private sector client portfolio.

Requirements

The Senior Service Desk Analyst, like the Service Desk Analyst, is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.  They also process and coordinate appropriate and timely responses to incident reports, including the channelling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration.  In addition, the Senior Service Desk Analyst uses their knowledge and experience to resolve more complex issues when compared to that of the Service Desk Analyst.

Key Tasks:

• Systematically interpret user problems and identify solutions
• Interrogating data sources to expand knowledge considering contextually relevant information
• Maintain awareness of all relevant Service Level Agreements
• Use experience to efficiently resolve incidents and proactively identify and investigate potential wider impact 
• Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution.
• 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

Benefits

By joining us you can expect:

• 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

As well as this we offer:

Development – access to LinkedIn Learning, a management development programme, and training

Wellness – 24/7 confidential employee assistance programme

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