IT Service Service Desk Support Technician - Manchester, United Kingdom - Methods

Methods Manchester, United Kingdom

Found in: Jooble UK O C2 - 3 days ago

Description

Methods is an established £100m Digital Transformation company, part of the Alten Group, which over the last 32 years has provided innovative business and digital technology services.

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.

building a significant private sector client portfolio.

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.

Timely answering of support queries from multiple channels

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
Undertake server patching in line with agreed processes.
Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant
details of the evidence required to apply may be found on the government website Gov.
Be part of exciting project work that is making a difference in society
Development – access to LinkedIn Learning, a management development programme, and training
Wellness – 24/7 confidential employee assistance programme
Flexible Working – including home working and part time
Social – office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes
Time Off – 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year
Volunteering – 2 paid days per year to volunteer in our local communities or within a charity organisation
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)
Enhanced Maternity and Paternity Pay
Travel – season ticket loan, cycle to work scheme
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