{"id":929888,"url":"https://alion.io/job/methods-service-desk-analyst-shared-services","title":"Service Desk Analyst - Shared Services","company":{"id":6935,"name":"Methods","domain":"methods.co.uk","url":"https://alion.io/company/methods-business-and-digital-technology","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":90,"open_postings":34,"ghost_share":0,"stale_share":0.382,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom","Manchester, United Kingdom","Leeds, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":73000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":true},{"name":"Hyper-V","optional":true},{"name":"Linux","optional":true},{"name":"Service Desk","optional":true},{"name":"SharePoint","optional":true},{"name":"SQL","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-09-15T22:04:51Z","employer_posted_date":"2026-09-15","last_verified_at":"2026-11-05T00:23:21Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"description":"Methods Business and Digital Technology Limited\nMethods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.\nOur human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.\nWe 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.\nPredominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.\nMethods was acquired by the Alten Group in early 2022.\nThe 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.\nThey 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.\nAccountabilities:\n· Timely answering of support queries from multiple channels\n· Promptly escalating issues to the relevant party to ensure progression\n· Communicate relevant updates in daily ‘stand ups’ and as requested\n· Share knowledge with team members\nResponsibilities:\n· Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution.\n· Maintain awareness of all relevant Service Level Agreements\n· Deliver a high standard of customer service for all support queries\n· Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers.\n· Undertake server patching in line with agreed processes.\n· Update records of customer environments to reflect actions taken\n· Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.\n· Carry out daily checks on customer environments, where required.\n· Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant\n· Attend weekly meetings with customer technical staff, where required.\n· Visit customer sites when required.\n· Any other duties as and when required commensurate with organisational position\nRequirements\nEssential Requirements\n· Strong analytical and problem-solving skills, with the ability to identify root causes in complex scenarios.\n· Excellent communication skills via various channels.\n· Ability to clearly communicate technical information to a non-technical audience.\n· Learn quickly and keep up to date with the latest technology advancements.\n· Work under own initiative, while demonstrating effective teamwork.\n· Demonstrate flexibility and adaptability to meet the needs of demanding workloads.\n· Deliver high quality work within the expected timescale to meet customer service level expectations.\n· Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings.\n· Embrace a passion for IT and technology.\n· 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.\n· 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).\nDesirable Requirements\n· Previous helpdesk experience\n· ITILv4\n· Microsoft Certifications\n· Any SQL/Linux knowledge\n· Any Office 365, SharePoint, Azure experience\n· Any programming/scripting experience\n· Any experience of virtualisation i.e. VMWare, Hyper-V\nBenefits\nBy joining us you can expect:\nAutonomy to develop and grow your skills and experience \nBe part of exciting project work that is making a difference in society \nStrong, inspiring and thought-provoking leadership \nA supportive and collaborative environment. \nAs well as this, we offer:\nDevelopment access to LinkedIn Learning, a management development programme and training \nWellness 24/7 Confidential employee assistance programme \nSocial - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes \nTime off 25 days a year \nPension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution \nLife Assurance of 4 times base salary \nPrivate Medical Insurance which is non-contributory (spouse and dependants included) \nWorldwide Travel Insurance which is non-contributory (spouse and dependants included)","description_format":"text","description_chars":5354,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","IT Consulting & Digital Transformation","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-15T10:49:58Z"}],"visa":[],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.707,"p_room":0.55,"age_days":49,"expected_fill_days":42,"reasons":["conf:1","velocity","win:tail"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/methods-service-desk-analyst-shared-services","json_url":"https://alion.io/job/methods-service-desk-analyst-shared-services.json","meta":{"generated_at":"2026-11-05T05:09:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6293,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6935},"rest":"https://alion.io/mcp/rest/get_company?id=6935"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmethods-service-desk-analyst-shared-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmethods-service-desk-analyst-shared-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmethods-service-desk-analyst-shared-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/methods-service-desk-analyst-shared-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmethods-service-desk-analyst-shared-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":929888}},{"tool":"search_jobs","arguments":{"company":"methods.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":929888},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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