SOC Analyst Hybrid (Manchester, Cheltenham or London) Role Purpose Today, it is an unavoidable fact that your business-critical infrastructure and systems are at risk of attack. The key to good security is a clear understanding of what is most critical to the business. Where you do not have enough internal resources, time or skills to monitor and manage your IT environment 24/7, NCC Group can help, freeing up your skilled employees to focus on value-add activity. NCC Group provide a range of managed and hosted services delivered from our UK based Security Operations Centre SOC which operates 24/7, 365 days a year. Our team of over 30 accredited security experts are available 24/7, dealing daily with over 200 million log events and providing support for over 5,000 network devices. We are specialists in SIEM, our services backed by our EDGE methodology built up through dozens of major deployments and hundreds of use cases with many of the UK's largest companies. We are the UK's largest DDI service provider and the leading integrator for Carbon Black, Splunk, Log Rhythm, Defender ATP and Azure Sentinel in the UK. We provide a single point of contact for all of your managed security needs and can work with you to define and achieve your own individual security requirements. Our team of experts provide proactive monitoring and reporting, monitoring your equipment to ensure maximum availability and responding to calls to support change requests and helping diagnose system issues. Read more about the services offered by the NCC Group Security Operations Centre here: Summary Monitor global IDS, Network Intruder, Firewall, DDoS detection and mitigation, availability and SIEM platforms looking for potential threats, vulnerabilities and indicators of compromise. Provide Incident remediation and prevention documentation and recommendations to customers based on defined procedures and analyst experience. Document and conform to processes related to security monitoring procedures. Provide customer service that exceeds our customers' expectations at all times. Initiate escalation procedure to counteract potential threats, vulnerabilities and threat actors. Compilation and review of service focused reporting. Act as an escalation point for more junior members of the team, providing assistance and mentoring where necessary. Providing assistance to Senior SOC Analysts on Threat Hunting engagements. Contributing to the continuous improvement of SOC procedures and documentation. Perform other duties as assigned. What we are looking for in you Experience / Skills Practical knowledge of security and networking toolsets such as SIEM, IDS, Vulnerability Management, Availability Monitoring, packet capture and other threat detection technologies. Pre-existing, in-depth knowledge of common network protocols. Pre-existing, in-depth knowledge of Windows and Linux based operating systems. Experience in the extensive analysis of common security incidents. Ability to stay calm in highly sensitive and high-pressure incidents. Experience with LogRhythm, ArcSight or Splunk is desirable but not required. Certifications The following certifications are desirable, but not a requirement. Successful candidates that do not possess these certifications may be tasked with working towards them at the beginning of their employment: CREST CPSA / CRIA / CMRE / CNIA / CHIA CompTIA Security+ CompTIA Network+ Degree in related field. Other relevant certifications. Ways of working Focusing on Clients and Customers. Working as One NCC. Always Learning. Being Inclusive and Respectful. Delivering Brilliantly. Our company At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks. Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support. What do we offer in return? We have a high-performance culture which is balanced evenly with world class well being initiatives and benefits: Flexible working Financial & Investment Pension Life Assurance Share Save Scheme Maternity & Paternity leave Community & Volunteering Programmes Green Car Scheme Cycle Scheme Employee Referral Program Lifestyle & Wellness Learning & Development Diversity & Inclusion So, what's next? If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to . About your application We review every application received and will get in touch if your skills and experience match what we're looking for. If you don't hear back from us within 10 days, please don't be too disappointed - we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles. If you do not want us to retain your details, please email . All personal data is held in accordance with the NCC Group Privacy Policy (candidate-privacy-notice-261023.pdf ( . We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage. Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.
07/06/2026
Full time
SOC Analyst Hybrid (Manchester, Cheltenham or London) Role Purpose Today, it is an unavoidable fact that your business-critical infrastructure and systems are at risk of attack. The key to good security is a clear understanding of what is most critical to the business. Where you do not have enough internal resources, time or skills to monitor and manage your IT environment 24/7, NCC Group can help, freeing up your skilled employees to focus on value-add activity. NCC Group provide a range of managed and hosted services delivered from our UK based Security Operations Centre SOC which operates 24/7, 365 days a year. Our team of over 30 accredited security experts are available 24/7, dealing daily with over 200 million log events and providing support for over 5,000 network devices. We are specialists in SIEM, our services backed by our EDGE methodology built up through dozens of major deployments and hundreds of use cases with many of the UK's largest companies. We are the UK's largest DDI service provider and the leading integrator for Carbon Black, Splunk, Log Rhythm, Defender ATP and Azure Sentinel in the UK. We provide a single point of contact for all of your managed security needs and can work with you to define and achieve your own individual security requirements. Our team of experts provide proactive monitoring and reporting, monitoring your equipment to ensure maximum availability and responding to calls to support change requests and helping diagnose system issues. Read more about the services offered by the NCC Group Security Operations Centre here: Summary Monitor global IDS, Network Intruder, Firewall, DDoS detection and mitigation, availability and SIEM platforms looking for potential threats, vulnerabilities and indicators of compromise. Provide Incident remediation and prevention documentation and recommendations to customers based on defined procedures and analyst experience. Document and conform to processes related to security monitoring procedures. Provide customer service that exceeds our customers' expectations at all times. Initiate escalation procedure to counteract potential threats, vulnerabilities and threat actors. Compilation and review of service focused reporting. Act as an escalation point for more junior members of the team, providing assistance and mentoring where necessary. Providing assistance to Senior SOC Analysts on Threat Hunting engagements. Contributing to the continuous improvement of SOC procedures and documentation. Perform other duties as assigned. What we are looking for in you Experience / Skills Practical knowledge of security and networking toolsets such as SIEM, IDS, Vulnerability Management, Availability Monitoring, packet capture and other threat detection technologies. Pre-existing, in-depth knowledge of common network protocols. Pre-existing, in-depth knowledge of Windows and Linux based operating systems. Experience in the extensive analysis of common security incidents. Ability to stay calm in highly sensitive and high-pressure incidents. Experience with LogRhythm, ArcSight or Splunk is desirable but not required. Certifications The following certifications are desirable, but not a requirement. Successful candidates that do not possess these certifications may be tasked with working towards them at the beginning of their employment: CREST CPSA / CRIA / CMRE / CNIA / CHIA CompTIA Security+ CompTIA Network+ Degree in related field. Other relevant certifications. Ways of working Focusing on Clients and Customers. Working as One NCC. Always Learning. Being Inclusive and Respectful. Delivering Brilliantly. Our company At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks. Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support. What do we offer in return? We have a high-performance culture which is balanced evenly with world class well being initiatives and benefits: Flexible working Financial & Investment Pension Life Assurance Share Save Scheme Maternity & Paternity leave Community & Volunteering Programmes Green Car Scheme Cycle Scheme Employee Referral Program Lifestyle & Wellness Learning & Development Diversity & Inclusion So, what's next? If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to . About your application We review every application received and will get in touch if your skills and experience match what we're looking for. If you don't hear back from us within 10 days, please don't be too disappointed - we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles. If you do not want us to retain your details, please email . All personal data is held in accordance with the NCC Group Privacy Policy (candidate-privacy-notice-261023.pdf ( . We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage. Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.
Methods Business and Digital Technology
Manchester, Lancashire
Methods Business and Digital Technology Limited Methods 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. Our 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. We 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. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. 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 channeling 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). Desirable Requirements 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 By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution 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)
25/05/2026
Full time
Methods Business and Digital Technology Limited Methods 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. Our 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. We 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. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. 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 channeling 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). Desirable Requirements 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 By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution 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)
Methods Business and Digital Technology
Manchester, Lancashire
Methods Business and Digital Technology Limited Methods 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. Our 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. We 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. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. 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 channeling 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). Desirable Requirements 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 By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution 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)
25/05/2026
Full time
Methods Business and Digital Technology Limited Methods 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. Our 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. We 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. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. 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 channeling 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). Desirable Requirements 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 By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution 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)
Methods Business and Digital Technology
Leeds, Yorkshire
Methods Business and Digital Technology Limited Methods 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. Our 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. We 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. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. 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 channeling 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). Desirable Requirements 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 By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution 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)
24/05/2026
Full time
Methods Business and Digital Technology Limited Methods 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. Our 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. We 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. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. 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 channeling 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). Desirable Requirements 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 By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution 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)
