Principal Service Desk Analyst

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 Principal Service Desk Analyst, like the Senior and 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 keepingcustomersappraised of progress towards service restoration.

The Principal Service Desk Analystis an escalation pointfor the Service Desk Teamand is required todeliveradvanced problem resolution,working with internal and/or external resources where  addition,they will assist with analysis of trends and patterns across the IT environmentandlead

Service Desk projects assigned to them.

The Principal Service Desk Analyst will deputise for the Service Desk Team Leader at times of high workload or absence.

• Timelyansweringofsupport queries from both customers and colleagues
• Maintain ownershipofescalatedissuesthrough to resolution
• Help junior colleagues use various sources to find potential solutions
• Discuss resolution of complex problems withcolleaguesto help them successfully resolve similar issues in thefuture
• Communicate relevant updatesin daily ‘stand ups’and as requested
• Collaborate with peers across the wider organisationtobring additional knowledge into Managed Services
• Share knowledge with team members
• Support the development of junior colleagues by modelling desirable behaviours
• Ensure patch management is effective and all customer assets within our scope of responsibility are updated with the latest patches
• Provide updates, status, and completion information to management

• 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
• Systematically interpret user problems and identify solutions, interrogating data sources to expand knowledge considering contextually relevant information.
• Troubleshoot advanced issues in all scenarios including but not limited to end user compute, server and infrastructure components, and cloud platforms,and proactively identify and investigate potential wider impact
• Provide support services for Microsoft related technologies:
  Windows Server, Exchange, SQL, SharePoint, etc.
• Provide support services for Microsoft cloud related technologies:
  Azure, Modern Workplace / Office 365, Power Platform, etc.
• Proactively identify and communicate current and potential issues usinga variety of methods includingmonitoringand service management tools
• Identify and communicate opportunities for upstream process changes and/or system configuration changes
• Create, use and share Power Shell scripts for device, server, account, and resource configuration and management tasks
• Deliver a high standard of customer service for all support queries
• Maintain accurate records of customer interactions,capturing sufficiently detailed information from customers.
• Document and share troubleshooting techniques used to successfully resolve complex problems
• Update records of…