Do you want to work for a company whose purpose is to improve society by considering social outcomes, and to transform businesses, communities, and opportunities for it's employees? Mott MacDonald is a global consultancy whose people do exactly that.
Responsibilities:
- Resolving / fulfilling incoming Second line (Level 2) incidents and requests for all transitioned and supported IT services
- Providing event management support, proactive monitoring for endpoint devices using Aternity and other tools
- Patching/updates for defined services, using SCCM, Intune and related desktop services
- Handling service now queues for incidents, requests, and changes in a customer friendly and professional manner
- Recording all actions, conversations and work undertaken in the IT Service Management Tool (Service Now)
- Using and contributing to our knowledge base of known errors and work arounds/remediations for resolving incidents and requests
- Achieving individual and team targets assigned for Desktop services
- Developing your own technical, critical thinking and problem-solving skills to provide improved support for the IT services and sharing knowledge to improve team capabilities
- Maintaining ownership and follow up on tickets till closure
- Ensuring timely escalation of tasks to 3rd line support, external vendors where appropriate.
- Contributing to continuous service improvements and quality audits, to deliver improved services to the customer.
- Participating in transition and service landing of new services
- Alternating shift work expected (early morning and late evening shift patterns).
Essential education, experience, knowledge, and skills:
- Excellent verbal and written English communication skills
- Graduate or equivalent qualification in IT related discipline
- Good experience in service operations and endpoint assistance, related services
- Experience in Desktop engg., SCCM. Intune or application packaging will be a plus
- Knowledge of ITIL Service Management best practices, ITIL V3/V4 foundation certification(desirable)
- Knowledge of basic endpoint hardware, networking, and hosting concepts, experience in providing assistance on Windows 10, Office 365 services, Teams, remote support
- Experience in handling issues related to permissions, security, access, active directory, unified communications,
- Experience in using service management tools such as Service Now, Remedy
- Experience of working in a large scale enterprise environment preferred.
Personal Attributes
- Confident and perseverant
- Passionate about technology and learning
- Strong logical ability with effective communication and interpersonal skills
- Exceptional customer service skills.
- Exceptional communication skills
- Ability to think clearly under pressure
#LI-CB
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.
The desktop support services are the second line of IT support under IT Operations and provide support for endpoint devices in the environment, do proactive monitoring and event management support.
