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Senior 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

Key Responsibilities:
  1. Resolve / fulfil incoming Service Desk incidents and requests from internal staff
  2. Provide IT support for many technologies (mostly Microsoft) to a wide user base
  3. Handling incoming telephone calls, emails and self-service tickets in a customer friendly and professional manner
  4. Record all actions, conversations and work undertaken in the IT Service Management Tool (Service Now)
  5. Within Service Now, use the knowledge base for known errors and work around to aid diagnosis or resolution

Candidate Specification

Education, Experience, Knowledge and Skills:


  • Graduate or equivalent qualification in an IT related discipline.
  • Minimum of 5 years or more work experience in Service Desk environment.
  • Experience of Microsoft Windows 7/10 fault resolution.
  • Experience troubleshooting issues related to Microsoft Office16 /O365 suite.
  • Experience in troubleshooting issues related to permissions, security, access, information management systems, Unified communications.
  • Exceptional interpersonal skills, with a focus on listening, and questioning.
  • Exceptional oral and written communication skills.
  • Knowledge of basic desktop/ laptop computer hardware and peripherals.
  • Working knowledge of active directory, MS exchange and Skype.
  • Proven experience resolving incidents quickly by using remote support tools.
  • Knowledge of ITIL Service Management best practices.
  • ITIL V3 foundation
  • SDI certification
Personal Attributes:
  • Exceptional customer service skills.
  • Excellent written and spoken English.
  • Experience at working both independently and in a team-oriented environment.
  • Can react to work priority adjustments and alterations promptly and efficiently.
  • Ability to communicate well with other IT teams when escalating tasks or assisting them to understand the business impact of an incident or an urgent request.
  • Strong interpersonal skills and confident communicating with senior level staff.
  • Must be able to learn, understand, and apply new technologies.

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