IT Analyst - Service Desk

Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future. We are a team of over 20,000 experts working across the world in more than 50 countries. We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.  Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant .   Job Description:   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.      Please be aware that this role requires working a shift pattern and more detail will be provided during the process, however the time range of the shifts differs by location:   Newcastle Based – Monday-Friday, 8am-10pm   Bengaluru Based – 24/7     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.     Flexible working At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.   Our benefits package is designed to enhance your experience: Agile working Critical illness and compassionate leave Paternity Leave Group term life insurance, and Group medical insurance coverage Career mobility options Short and Long-term global employment opportunities Global collaboration and knowledge sharing