Job title: IT Service Desk Analyst
Team: Business Technology
Methods:
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.
Job Description:
The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.
Excellent interpersonal skills allied with the ability to quickly develop strong working relationships in high pressure environments is essential. The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential.
The post holder will require an aptitude for working with web based applications to undertake analysis, diagnosis and resolutions, have excellent communication skills and be able to interrogate reported information and challenge sources where inconsistencies are found.
They will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner
Candidates must have a strong track record of performing an IT Service Desk 1st Line analyst role, ideally with a proven knowledge and understanding of cloud based application hosting, automated deployment approaches and how these align with ITIL release management processes.
Requirements
Working closely with the Crime IT, Crown IT, eJudiciary and other business and IT support desks and Operational Services technical support teams, the main responsibilities of the role are:
- To act as a single point of contact for telephone calls, voicemails, walk ups and emails regarding IT issues and handle requests for support following agreed procedures;
- To route calls to the appropriate business or third party support desk as required;
- To receive and respond to monitoring alerts;
- Troubleshoots basic network issues;
- Utilises the Knowledge Base to provide advice or resolve incidents;
- Enters and maintains relevant records in the Service Management tools;
- Promptly allocate incidents to the appropriate resolver group;
- Requests technical support from external suppliers where problems cannot be resolved in house, following agreed processes;
- Communicates progress and resolution of support requests in line with Service Level Agreements;
- Advises management of escalations, actions taken and management information;
- Maintains the asset database and tracks changes.
Person Specification:
This role would best suit an individual who has a proven track record in delivery in a similar role:
- Proven experience of working in an ITIL environment IT Service Desk, experience of Agile delivery approach would be an advantage;
- Incident Management experience, including business expectations and communication;
- Experience of providing a wide range of end user device support advice;
- ITIL Foundation Certificate (minimum) or Service Operations Lifecycle module (preferable);
- Excellent communication skills and telephone manner;
- A self-motivated achiever who gains satisfaction from providing excellent customer service;
- Ideally have ServiceNow experience
Benefits
Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.
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, pizza Friday and commitment to charitable causes
Time off 25 days a year
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)