Service Desk Analyst - Contract - Gov - Outside IR35 at Methods

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

225.0

Posted On

11 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Problem-Solving, Communication Skills, Customer Service, ITILv4, Microsoft Certifications, SQL, Linux, Office 365, SharePoint, Azure, Programming, Scripting, Virtualisation, Server Operating Systems, Desktop Operating Systems, Networking

Industry

Information Technology & Services

Description

The 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 keeping customers appraised 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 organisational position Essential Requirements · Strong analytical and problem-solving skills, with the ability to identify root causes in complex scenarios. · Excellent communication skills via various channels. · Ability to clearly communicate technical information to a non-technical audience. · Learn quickly and keep up to date with the latest technology advancements. · Work under own initiative, while demonstrating effective teamwork. · Demonstrate flexibility and adaptability to meet the needs of demanding workloads. · Deliver high quality work within the expected timescale to meet customer service level expectations. · Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings. · Embrace a passion for IT and technology. · A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer’s own knowledge. · Willingness and ability to work during weekends and out‐of‐hours when necessary (additional compensation for these hours of working will apply in line with T&Cs). · Previous helpdesk experience · ITILv4 · Microsoft Certifications · Any SQL/Linux knowledge · Any Office 365, SharePoint, Azure experience · Any programming/scripting experience · Any experience of virtualisation i.e. VMWare, Hyper-V Desirable Requirements £225 per day - Outside IR35 This role will require you to have or be willing to go through Security Clearance. As part of the 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. 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.

Responsibilities

The Service Desk Analyst is responsible for resolving problems throughout the information system lifecycle and coordinating responses to incident reports. They must maintain high-quality support and ensure timely communication with customers.