br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]>
Roles:
Resolving/fulfilling incoming Service Desk incidents and requests
Providing IT assistance across a broad range of technologies including a large portfolio of Microsoft products
Handling incoming telephone calls, emails, and self-service tickets in a customer friendly and professional manner
Recording actions, conversations and work undertaken in our 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
Providing excellent customer service experience
Achieving solo and team targets assigned for Service Desk operations.
Developing your own technical, critical thinking and problem-solving skills to provide improved assist for the IT services and sharing knowledge to improve team capabilities
Contributing to continuous service improvements, to deliver improved services to the customer.
Candidate Specification
Essential education, experience, knowledge, and skills:
Excellent verbal and written English communication skills
Graduate or equivalent qualification in IT related discipline
Good experience in a service desk /operations role
Knowledge of ITIL Service Management best practices, ITIL V3/V4
Knowledge of basic endpoint hardware, networking, and hosting concepts, experience in providing assistance on Windows 10, Office 365 services, Teams, remote assistance
Experience in handling issues related to permissions, security, access, active directory
Experience in using a service management tools such as Service Now, Remedy
Personal Attributes:
Assured 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
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.