It Analyst - Service Desk

Do you want to work for a company whose purpose is to improve society by considering social outcomes, and to transform businesses, communities, and opportunities for its employees?

At Mott MacDonald we are committed to our employees and their growth, and our People Program is our investment in your success. If you join Mott MacDonald there will be opportunities for you to progress to specialist IT roles in applications management, software development, networking, cloud technologies or security.

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 & Responsibilities:

• 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 focussing 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 analysing incident patterns and suggest enhancements to continually improve our services.
• Understand the critical needs of the business and escalate urgent issues to minimise 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.

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.

We are actively recruiting a diverse workforce that is reflective of the communities we serve. We recognise that differences in ability, skills and experience are a strength and encourage applications from people of all backgrounds.

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.

How to apply
To apply for this role, please complete our 15-minute application via our website. Our talent acquisition coordinators aim to provide feedback within 5 working days with the outcome of your application. More information about our application process can be found here. If you have any questions regarding your application or the role, please reach out to the dedicated recruiter listed who will be more than happy to help.

Did you know that Mott MacDonald is one of the world's largest employee-owned businesses? This means that we are not accountable to external stakeholders and are in control of our own future. This creates a unique culture where decisions are made for the benefit of the staff/company over the long term. 

We are proud to be a one of Glassdoor's top 25 employers to work for in the UK in 2023, as well as being recognised by the Financial Times and market and consumer data company Statista as one of the UK's leading and highly recommended management consultants in: Construction & Infrastructure, Energy, Utilities & Environment, Public & Social Sector, Sustainability, and Travel, Transport & Logistics.

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

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 have the opportunity to contribute.

If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments 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 assist.

Proud member of the Disability Confident employer scheme