Methods are looking for a 1st Line Support/Service Desk Agent to join us on a Full Time basis.

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.

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.

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 service level agreements
• Successful support and incident management utilising 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:
  • Substantive experience in a technical support role
  • supporting PC hardware and software and PC networks
  • hardware configuration and LAN connectivity
  • PC and LAN hardware devices
  • Microsoft operating systems and network software
  • Microsoft application software
  • Experience of administration of user accounts for network access, including
    • creation of accounts, modification of user
    • permissions, setting up secure groups
    • 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