Glassdoor

**Location**
- Bengaluru, India

**Country**
- India

**Contract type**
- Permanent

**Work pattern**
- Full Time

**Market**
- Various

**Discipline**
- Information technology

**Job ref**
- 8756

**Recruiter contact**
- Supriya Yadavalli

**Location/s: Bengaluru**
**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**:
- 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.
- 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.