IT Analyst - Service Desk

Job Description

Location/s: Newcastle, UK
Recruiter contact: Laura Kennedy

Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.

Overview of the role

As a Service Desk Analyst, you will report to the IT Team Lead - Service Desk and act as the first point of contact for IT support across our organisation. In this role, you will provide prompt, courteous, and effective assistance to colleagues, resolving common technical issues and fulfilling service requests while ensuring an excellent customer experience.

You will play a vital part in supporting day-to-day continuity for a dynamic workforce. Responsibilities include triaging and resolving basic incidents, accurately logging and categorising tickets, and escalating complex issues to 2nd and 3rd line teams when necessary. Clear communication, empathy, technical expertise, and adherence to security and operational standards will be key to your success.

Collaboration is central to this role. You will work closely with colleagues across IT support tiers, contributing to a culture of knowledge sharing and continuous improvement. With a focus on service excellence and professional growth, you will have opportunities to develop technical and interpersonal skills, support digital transformation initiatives, and help enhance employee satisfaction and operational resilience.

Key responsibilities and duties include:

• Act as the first point of contact for IT support, providing prompt and professional resolution for incidents and fulfilment of service requests
• Deliver exceptional customer service by listening actively, empathising, and communicating clearly and professionally
• Resolve incidents and service requests efficiently, ensuring colleagues feel supported throughout the process
• Maintain accurate documentation of troubleshooting steps, resolutions, and known issues
• Apply your growing knowledge of IT systems, networks, and common applications to troubleshoot effectively
• Adhere to established procedures and escalate unresolved issues to the appropriate support level promptly
• Collaborate with other IT teams to ensure seamless service delivery and foster knowledge sharing
• Proactively seek feedback and identify opportunities to improve service quality and employee satisfaction
• Uphold SLAs and compliance requirements while driving service excellence
• Demonstrate initiative in learning new technologies and enhancing both technical and interpersonal skills

Personal attributes:

• Exhibits a strong customer service mindset, demonstrating empathy, patience, and professionalism in every interaction
• Communicates clearly and confidently, actively listening to colleague needs and explaining technical issues in an accessible, reassuring manner
• Maintains composure and a positive attitude when managing high-pressure situations or dealing with frustrated employees
• Takes initiative to resolve issues promptly and follows through to ensure customer satisfaction
• Collaborates effectively with colleagues across IT teams, fostering a supportive and knowledge-sharing environment
• Shows eagerness to learn and grow, actively seeking feedback and opportunities to enhance both technical and interpersonal skills

Key Performance Indicators:

• SLA Compliance: Ensure tickets are resolved or escalated to uphold service standards
• Mean Time to Resolve (MTTR) – Reduce resolution time to restore services
• Customer Satisfaction (CSAT) – Improve customer satisfaction feedback
• First Contact Resolution (FCR) – Increase the number of incidents resolved during the initial interaction
• Average Handling Time (AHT) – Measure the average time spent per ticket, including conversation and follow-up activities
• Call Response Rate – Monitor the proportion of incoming calls answered within the defined time threshold

Candidate specification

Essential:

• Basic understanding of operating systems (Windows) and common enterprise applications (e.g., Microsoft 365)
• Strong communication and interpersonal skills, with a calm and professional approach under pressure
• A passion for delivering excellent customer service
• Willingness to take ownership of incidents, driving timely resolution or ensuring swift escalation to the appropriate resolver group
• Ability to work collaboratively and escalate issues appropriately
• Attention to detail when documenting tickets and sharing knowledge
• A proactive attitude towards learning and professional development

Desirable:

• Exposure to IT support environments (internships, academic projects, or part-time roles)
• Familiarity with ITIL principles and interest in obtaining ITIL Foundation certification
• Awareness of ITSM tools such as ServiceNow or similar platforms

UK Immigration

Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team, and personal commitments. We offer a hybrid working policy that embraces your well-being, flexibility, and trust.

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.

We offer some fantastic benefits including:

Health and wellbeing

• Private medical insurance for all UK colleagues.
• Health cash plan to support you with every day health costs and treatments.
• Access to Peppy, providing free support from menopause experts for all UK colleagues.
• A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family.
• Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too.

Financial wellbeing

• We match employee pension contributions between 4.5% and 7%.
• Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
• Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury.
• Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
• As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes.

Lifestyle

• A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
• Holiday entitlement increased to a minimum of 35 days after 5 years’ service.
• Variety of employee saving schemes and discounts from high-street retailers.

Enhanced family and carers leave

• Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave.
• Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay.
• Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid.

Learning and development

• Primary annual professional institution subscription.
• A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options.

Networks, communities, and social outcomes

• Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
• Make a difference within our communities through our social outcomes.

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