Service Desk Analyst – Linux & macOS

About Methods

Methods is a £100M+ IT Services Consultancy that partners with central government departments, agencies, and commercial organisations to deliver meaningful digital transformation. Established over 30 years ago and UK-based, we combine expertise in transformation, delivery, technology, and collaboration to create people-centred solutions that deliver lasting value.

Predominantly focused on the public sector, whilst continuing to expand its private sector presence, Methods combines deep consulting expertise with the capability and scale of the Alten Group, which acquired Methods in 2022.

Role Overview

We are seeking a Service Desk Analyst with strong technical support and troubleshooting experience across Red Hat Enterprise Linux (RHEL) and macOS environments. The role will provide first-line and second-line support for users, devices, applications, access and connectivity issues.

Key Responsibilities

• Provide technical support and troubleshooting for Linux and macOS users.
• Diagnose operating system, application, hardware, network and access issues.
• Manage incidents, document resolutions and escalate complex issues appropriately.
• Support user accounts, authentication, permissions and security controls.
• Support device enrollment, compliance and configuration through MDM platforms.
• Assist with software installation, patching and operating system updates.

Requirements

Linux / RHEL Skills

• Confident Linux command-line and shell usage.
• File, directory, permissions, user and group management.
• Log and system monitoring using journalctl, tail, systemctl and similar tools.
• Troubleshooting CPU, memory, disk and service issues.
• RHEL package management using dnf and Red Hat Subscription Management.
• Basic SELinux and firewalld knowledge.
• Troubleshooting login, SSH, disk encryption and access issues.
• Basic TCP/IP, DNS, Wi-Fi and VPN troubleshooting.
• Network testing using tools such as ping, traceroute and nc.

macOS Skills

• Good understanding of macOS Tahoe 26, Finder and System Settings.
• Troubleshooting local and Microsoft Entra ID-managed accounts.
• Password, authentication, Keychain and permissions troubleshooting.
• Experience with Apple Business Manager (ABM) and MDM solutions such as Intune and/or Jamf.
• Troubleshooting device enrollment, compliance and management profiles.
• Application installation and troubleshooting using DMG, PKG, App Store and Company Portal.
• Understanding of FileVault, Gatekeeper, firewall, System Extensions and security controls.
• Troubleshooting macOS and application updates and patching.

Diagnostic Tools

Experience with:

• Linux: Terminal, journalctl, systemctl, dnf and network diagnostic tools.
• macOS: Activity Monitor, Console, System Information, Disk Utility, Keychain Access and Terminal.
• MDM: Intune and/or Jamf management consoles.

Essential Experience

• Previous Service Desk, Desktop Support or Technical Support experience.
• Practical experience supporting Linux and macOS in an enterprise environment.
• Good networking, security and endpoint-management knowledge.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer-service skills.
• Ability to work independently, prioritise incidents and escalate where required.

Desirable

• RHEL certification or equivalent experience.
• Experience with Microsoft Entra ID, Intune, Jamf and Apple Business Manager.
• ITIL/service-management experience.
• Experience working in a security-conscious enterprise environment.

Benefits

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

·         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 events in our office– 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, with 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 which is non-contributory (spouse and dependants included)

·         Worldwide Travel Insurance which is non-contributory (spouse and dependants included)