Service Desk Analyst - Shared Services

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.

We 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.

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. 

Accountabilities:  

·       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 

Responsibilities:  

·       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