IT Support Analyst

at  Methods Business and Digital Technology

ABOUT METHODS:

Methods is an established £100m Digital Transformation company, part of the Alten Group, which over the last 34 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 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. building a significant private sector client portfolio.
We are now looking for a driven and enthusiastic new member of the team who sees their career as developing within broad IT support functions, has a passion for their subject, and a clear flair for technology.

ESSENTIAL SKILLS AND EXPERIENCE:

• Good practical and demonstrable understanding of IT
• Clear drive and enthusiasm for the subject.
• Previous experience of working to helpdesk ticket deadlines.
• Practical, good common sense, ability to use initiative/problem solve, multitask/ work well under pressure.
• Excellent diplomacy skills, a helpful and very professional attitude to staff at all levels across all issues.
• Must have a good understanding of all MS Office Applications including SharePoint Online
• Experience in supporting both Windows and MacOS laptops

DESIRABLE SKILLS AND EXPERIENCE:

• Experience with Azure functionality
• Understanding of ITIL Principals
• Previous IT support experience.
  This role will require you to have or be willing to go through Security vetting and be granted the required level of security clearance, issued by UKSV. As part of the initial onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website Gov.UK. Career progression will require attainment of higher security clearances. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected . Details of this will be discussed with you at interview.

• Provide first line support to all colleagues via the various request methodologies (Phone/Ticket System etc)
• Manage requests via ticketing system (Case Management) within Salesforce
• Support Hardware/Software issues on company’s devices (Windows PCs, Apple Macs, iPhones & Samsung mobile devices)
• Manage accounts and licencing via Microsoft Administration Portal
• Process invoicing each month for various software which is managed within IT Team
• Assist with any project work where required, along with putting forward suggestions for best technology practice within Methods group.
• Create clear and concise documentation of internal IT procedures and technologies where needed, along with user friendly guides and notes.
• Complete asset and compliance management via Microsoft Endpoint, and other technologies.
• Engage in asset purchasing and supplier relations where needed.
• Report faults and maintaining logs on network and laptops.
• Assist with inductions for new staff joining the company.
• Log and track identified IT problems through to resolution.
• Helpdesk ticketing administration and ownership – ensuring tickets are kept up to date, responded to in a timely fashion, and the new tickets queue is kept as clear and actioned as possible.