Hybrid Service Desk Analyst

at Methods

• Job title: Service Desk Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Azure, ITSM, ServiceNow
• Location requirements: Hybrid, London, United Kingdom

About the role

• Service Desk Analyst for UKHSA involved in managing IT service delivery support. Provide first line support, incident management, and ensure service restoration processes are followed.

Responsibilities

• **Overview**
• UKHSA is an executive agency, sponsored by the Department of Health and Social Care and is responsible for protecting every member of every community from the impact of infectious diseases, chemical, biological, radiological and nuclear incidents and other health threats. They provide intellectual, scientific and operational leadership at national and local level, as well as on the global stage, to make the nation’s health secure.
• Methods are working in partnership with the UKHSA ITSM Team providing a Managed Service IT Service Delivery capability.

Requirements

• **Role 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.
• Candidates must have a previous track record of performing a Service Desk Analyst role, ideally with a proven knowledge and understanding of how these align with ITIL processes.
• **Key Duties and Responsibilities **
• Responsible for providing first line support
• Support provided taking calls/responding to emails and handling the resulting incidents or requests
• Support and issue resolution in keeping with overall UKHSA service level agreements
• Successful support and incident management utilising UKHSA ITSM tools
• Routing incidents to the appropriate business or third-party support as required
• To receive and respond to monitoring alerts
• 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
• 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 aligned IT Service Desk environment
• Incident Management experience, including business expectations and communication
• Experience of providing a wide range of end user device support advice
• · ITIL Foundation 4 Certificate , AZ900 Certified, MS900 Certified
• · Previous experience working on High ticket and call volume desk – 1st line support to include:
• o Substantive experience in a technical support role
• o supporting PC hardware and software and PC networks
• o hardware configuration and LAN connectivity
• o PC and LAN hardware devices
• o Microsoft operating systems and network software
• o Microsoft application software
• · Experience of administration of user accounts for network access, including
• o creation of accounts, modification of user
• o permissions, setting up secure groups
• o removal of accounts of staff leaving the organisation
• · Experience and knowledge of Mobile telephony
• **Essential**
• Substantive experience in Active Directory and Microsoft Azure (Microsoft Entra ID), Microsoft Intune
• Experience of Administration of user accounts for network access
• Essential experience in ServiceNow ticketing systems, triaging and escalation of Service Desk processes
• Experience in use of Remote Desktop tools to provide remote support to customers
• Experience and knowledge of MS Teams
• Great communication skills, excellent telephone manner is required along with friendly customer service skills.
• Attention to detail. Good communication, literacy, and organization skills

Benefits

• **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 – Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as 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)