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Service Desk Analyst

Job Profile

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 practise and technology to all areas of our business specifically designed for our global reach.

We are an equal opportunity employer and value diversity at our company. We do not discriminate, and take positive steps to create an inclusive culture.

Job Description

In this role no two days are the same and you will be responsible for resolving issues with our staff from day one, many of which are technically challenging. The team also handle various service requests including access management, amending exchange contacts and mailboxes, and setting up external devices so there will be lots of variety.

Duties include:
  • Resolving incidents and requests from internal staff
  • Provide IT support for many technologies, mainly Microsoft
  • Answer incoming calls, emails and self-service tickets
  • Keep an accurate and up to date record of all actions, conversations and work undertaken.

Candidate Specification

To be successful in this role you need to have a good working knowledge of Microsoft Office 2010, Windows 7, Active Directory and ITIL basic processes, but some on the job training will be provided on bespoke applications and our best practises.

Essential education, experience, knowledge and skills:
  • A relevant University degree is essential or equivalent qualification ideally in an IT related discipline.
  • Experience in a similar helpdesk role for a corporate organisation, we expect you’ll need at least 6 months experience so you can demonstrate your ability to do this role successfully
  • Experience resolving incidents using remote support tools
  • Experience of Microsoft Windows 7 fault resolution
  • Experience troubleshooting Microsoft Office 2010 suite
  • Knowledge of ITIL Service Management best practices
  • Knowledge of basic desktop and laptop computer hardware and peripherals
  • Working knowledge of active directory, MS exchange and MS Lync.
  • You’ll need to be a professional and polite communicator both on the phone and in writing
  • Keen to ask questions, listen and problem solve is vital but it is very important that you care about the accuracy of your work
  • We are advancing our technologies so you must be eager to learn.
Desirable qualifications
  • SDI certification
  • ITIL V3 Foundation level.
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