Service Desk Analyst - Coreazure

Methods Service Desk Analyst

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 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 centered 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.

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.

Headquartered in central London, with seven regional offices, the company has over 300 colleagues in an organization centered around distinct portfolio offerings and a further central support services function. Methods delivers multi-disciplinary and full-lifecycle services in a range of specialisms, all related to transitioning from monolithic legacy estates to new, user-centric, cloud and hybrid-based models. The company is a national leader in combining user-centered digital service design with cloud-based open architecture and modern technology services.

The Service Desk Analyst is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritization 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 apprised 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 organizational position