IT Support Analyst

About Methods

Methods is an established £100m Digital Transformation company, part of the Alten Group. Over the last 34 years, we have provided innovative business and digital technology services. We have over 50 active clients, many of whom have worked 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 how 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 focused on delivering what is right for our clients. We support clients’ project success through collaboration, sharing skills, and solving problems together. We work hard and have fun, and we are not afraid of making mistakes and learning from them.

We are now looking for a driven and enthusiastic new member of the team who sees their career developing within broad IT support functions, has a passion for their subject, and a clear flair for technology.

Key Tasks

• Provide first line support to colleagues via the various request methodologies (phone, ticket system, etc.).
• Manage requests via the ticketing system (Case Management) within Salesforce.
• Support hardware and software issues on company devices (Windows PCs, Apple Macs, iPhones, and Samsung mobile devices).
• Manage accounts and licensing via the Microsoft Administration Portal.
• Process monthly invoicing for software managed within the IT team.
• Assist with project work where required, and propose suggestions for best technology practice within the Methods group.
• Create clear, concise documentation of internal IT procedures and technologies, including user-friendly guides and notes.
• Complete asset and compliance management via Microsoft Endpoint and other technologies.
• Assist with asset purchasing and supplier relationships where needed.
• Report faults and maintain logs on networks and laptops.
• Assist with inductions for new staff joining the company.
• Log and track identified IT problems through to resolution.
• Administer and own the helpdesk ticketing process—ensure tickets are kept up to date, responded to in a timely fashion, and the new tickets queue is kept clear and actioned as possible.

Essential Skills and Experience

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

Desirable Skills and Experience

• Experience with Azure functionality.
• Understanding of ITIL principles.
• Previous IT support experience.

Security Vetting

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 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, your employment may be delayed, or rejected. Details will be discussed with you at interview.

What We Offer

Methods is passionate about its people. We want our colleagues to develop the things they are good at and enjoy.

By joining us, you can expect:

• Autonomy to develop and grow your skills and experience.
• Exciting project work that is making a difference in society.
• Strong, inspiring, and thought-provoking leadership.
• A supportive and collaborative environment.

We also offer:

• Development access to LinkedIn Learning, a management development programme, and training.
• Wellness 24/7 confidential employee assistance programme.
• Social events in our office—Breakfast Tuesdays, Thirsty Thursdays, and Pizza on the last Thursday of each month—along with commitment to charitable causes.
• Time off: 25 days a year, with an additional holiday purchase scheme.
• Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution.
• Life Assurance of 4 times base salary.
• Private Medical Insurance (non-contributory; spouse and dependants included).
• Worldwide Travel Insurance (non-contributory; spouse and dependants included).