IT Analyst - Service Desk
Location/s: Newcastle, UK
Relocation supported: Not supported, but internal applications are welcome
Recruiter contact: Laura Kennedy
Mott MacDonald
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.
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.
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.
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.