IT Analyst - Service Desk

Job Description

Recruiter contact: Laura Kennedy
Location/s: Newcastle, United Kingdom
Relocation supported: No

We’re a global engineering, management, and development consultancy.
Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clients’ businesses, our communities and employee opportunities.

A fundamental part of this is respecting each person’s differences and striving to meet their needs.

Our values: Progress, Respect, Integrity, Drive, Excellence.

About the business unit

Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.

Overview of role

Working as a Service Desk Analyst, you will be the first point of contact for all employees seeking to resolve IT issues. Speedy and intelligent resolution of IT incidents is the key to ensuring that Mott MacDonald can deliver on its promises to its clients.

Key duties and responsibilities include

• Provide a single point of contact for our employees and confidence that we are actively addressing their IT issues.
• Deliver an outstanding customer experience by focusing on our employees' needs and providing timely resolutions with clear and regular communication.
• Provide clear updates in the IT Service Management Tool (Service Now) to enable us to work seamlessly across teams and time zones to provide a frictionless experience for our employees.
• Continually update the knowledge base to reduce resolution times for future incidents.
• Identify problems through analyzing incident patterns and suggest enhancements to continually improve our services.
• Understand the critical needs of the business and escalate urgent issues to minimize the impact to the business and employee productivity.
• Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance.

Candidate Specification

Essential

• Knowledge of endpoint hardware, networking, and hosting concepts, experience in providing support on Windows 10, Office 365 services, Teams, and remote support.
• Excellent verbal and written English communication skills.
• Exceptional customer service skills.
• Experience in a service desk support role, ideally working to SLAs.
• Experience of using an ITSM system to record and manage work.

Desirable

• Graduate or equivalent qualification in IT related discipline.
• Knowledge of ITIL Service Management best practices, ITIL V3/V4.
• Experience in handling issues related to permissions, security, access, and active directory.
• Experience in using Service Now.
• Experience of working in a global organization.

Personal Attributes

• Passionate about technology and learning.
• Ability to balance demands and priorities and think clearly under pressure.
• Attention to detail and a focus on quality.
• Excellent conflict resolution, communication, and collaboration skills.
• Logical and analytical approach to solving problems.

Equality, diversity, and inclusion

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

Accessibility

We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can support you.

Agile working

Happy to talk Flexible Working and how we can support your responsibilities beyond the workplace.

We offer some fantastic benefits including:

• Pension matched up to 7%
• Life insurance
• An annual professional institution subscription
• Continuous development opportunities – because we want you to thrive
• Agile/flexible working – because life isn’t 9-5
• Enhanced parental leave; shared parental leave policies – for parents and care givers
• Annual bonus scheme
• Flexible benefits that suit you, including ability to buy/sell annual leave entitlement, cycle to work & interest free season ticket loans
• Wellbeing support including access to an independent Employer Assistance Scheme, wellbeing champions and access to learning and support resources
• Access to our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability and parents/carers communities
• The opportunity to make a difference; learn more about our social outcomes

Apply now, or for more information about our application process, click here.