IT Analyst Desktop Services

Location/s: Bengaluru
Relocation supported:Not supported, but internal applications are welcome
Recruiter contact: Supriya Yadavalli
Working as a Desktop Services analyst you will be responsible for handling escalations from our first line team
Speedy and intelligent resolution of IT incidents is the key to ensuring that Mott MacDonald can deliver on its promises to its clients you will be directly helping to us to make the world a better place to live in

Key Duties And Responsibilities Include
Provide support for employees their hardware, software and peripherals

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

Essential
Candidate Specification:
Knowledge of endpoint hardware, networking, and hosting concepts, experience in providing support on Windows 10 or Windows 11, Office 365 services, Teams, and remote support

Strong verbal and written English communication skills

Experience in using Service Now or other ITSM systems

Exceptional customer service skills

Experience in a service desk support role, ideally working to SLAs

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, active directory

Experience of working in a global organisation

Experience of SCCM and/or Intune exposure

Microsoft Azure Certification
Microsoft 365 Certification
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 Can Offer (subject To Companys Policy)
Agile and safe working environment
Competitive annual leave and sick leaves
Group incentive scheme
Group term life insurance, Workmens compensation and Group medical insurance coverage
Short and Long-term Global employment opportunities
Global collaboration and knowledge sharing
Digital Innovation and Transformation
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 have the opportunity to contribute

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 embrace agility, flexibility and trust

Location(s):
Bengaluru, KA, IN
Contract Type: Permanent
Work Pattern: Full Time
Market: Various
Discipline: Information technology
Job Ref: 8756
Recruiter Contact: Supriya Yadavalli