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 whom have been working with us for more than 10 years.
Since our establishment in 1990, Methods has partnered with central government departments and agencies to transform public sector operations in the UK. Our mission is to improve and safeguard public-facing services by applying digital thinking to ensure the future of public services is citizen-centric.
Our human touch distinguishes us from other consultancies, system integrators, and software houses. We focus on delivering what is right for our clients, supporting project success, sharing skills, and fostering a collaborative environment. At Methods, we value fun, learning from mistakes, and working hard.
Primarily focused on the public sector, Methods is expanding into the private sector. The company was acquired by the Alten Group in early 2022. Headquartered in London with seven regional offices, we employ over 300 colleagues across various portfolio offerings and support functions. We specialize in transitioning from legacy systems to modern, cloud, and hybrid models, combining user-centered design with cloud-based architecture.
The Service Desk Analyst role involves resolving issues throughout the information system lifecycle, including classification, prioritization, documentation, and implementation of remedies, as well as coordinating responses to incident reports and keeping customers informed.
Accountabilities include:
* Answering support queries promptly from multiple channels
* Escalating issues to relevant teams for resolution
* Providing updates during daily stand-ups and as needed
* Sharing knowledge with team members
Responsibilities include:
* Providing high-quality support to internal and external customers
* Maintaining awareness of Service Level Agreements
* Delivering excellent customer service
* Accurately recording customer interactions
* Performing server patching as per processes
* Updating customer environment records
* Responding to proactive alerts timely
* Conducting daily checks on customer environments
* Contributing to knowledge bases
* Attending meetings with customer technical staff
* Visiting customer sites as required
* Performing any additional duties as needed
Requirements:
* Strong analytical and problem-solving skills
* Excellent communication skills
* Ability to explain technical info to non-technical audiences
* Quick learner, up-to-date with technology
* Ability to work independently and in teams
* Flexible and adaptable to workloads
* High-quality work within deadlines
* Broad knowledge of operating systems, networks, Office, and Microsoft cloud
* Passion for IT and technology
* Customer service focus with professionalism
* Willingness to work weekends/out-of-hours (additional pay applies)
* Experience with virtualisation (VMWare, Hyper-V) is a plus
The role is hybrid: mainly remote with 3 days onsite every 2 months at our London office in Farringdon.
Salary: £27,000 per annum
We value our people and support their development and wellbeing through various benefits and initiatives.
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