IT Analyst - Service Desk

Location/s: Bengaluru

Relocation supported:Not supported, but internal applications are welcome

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.
  
  

Essential

Candidate Specification:

• 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 Can Offer (subject To Company’s Policy)

• Agile and safe working environment
• Competitive annual leave and sick leaves
• Group incentive scheme
• Group term life insurance, Workmen’s 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: 8896

Recruiter Contact: Supriya Yadavalli