IT Analyst - Service Desk

at  Mott MacDonald

IT Analyst - Service Desk
Country: United Kingdom
Position Location: Newcastle, United Kingdom
Contract Type: Permanent
Work Pattern: Full Time
Sector: Corporate services
Discipline: Information technology
Job Ref: 2062
Recruiter Contact: Laura Kennedy

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.

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 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.