Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future.
We are a team of over 20,000 experts working across the world in more than 50 countries.
We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.
Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant
As a Service Desk Analyst, you will report to the IT Team Lead - Service Desk and act as the first point of contact for IT support across our organisation. In this role, you will provide prompt, courteous, and effective assistance to colleagues, resolving common technical issues and fulfilling service requests while ensuring an excellent customer experience.
You will play a vital part in supporting day-to-day continuity for a dynamic workforce. Responsibilities include triaging and resolving basic incidents, accurately logging and categorising tickets, and escalating complex issues to 2nd and 3rd line teams when necessary. Clear communication, empathy, technical expertise, and adherence to security and operational standards will be key to your success.
Collaboration is central to this role. You will work closely with colleagues across IT support tiers, contributing to a culture of knowledge sharing and continuous improvement. With a focus on service excellence and professional growth, you will have opportunities to develop technical and interpersonal skills, support digital transformation initiatives, and help enhance employee satisfaction and operational resilience.
Key Responsibilities
Act as the first point of contact for IT support, providing prompt and professional resolution for incidents and fulfilment of service requests.
Deliver exceptional customer service by listening actively, empathising, and communicating clearly and professionally.
Resolve incidents and service requests efficiently, ensuring colleagues feel supported throughout the process.
Maintain accurate documentation of troubleshooting steps, resolutions, and known issues.
Apply your growing knowledge of IT systems, networks, and common applications to troubleshoot effectively.
Adhere to established procedures and escalate unresolved issues to the appropriate support level promptly.
Collaborate with other IT teams to ensure seamless service delivery and foster knowledge sharing.
Proactively seek feedback and identify opportunities to improve service quality and employee satisfaction.
Uphold SLAs and compliance requirements while driving service excellence.
Demonstrate initiative in learning new technologies and enhancing both technical and interpersonal skills.
Personal attributes
Exhibits a strong customer service mindset, demonstrating empathy, patience, and professionalism in every interaction.
Communicates clearly and confidently, actively listening to colleague needs and explaining technical issues in an accessible, reassuring manner.
Maintains composure and a positive attitude when managing high-pressure situations or dealing with frustrated employees.
Takes initiative to resolve issues promptly and follows through to ensure customer satisfaction.
Collaborates effectively with colleagues across IT teams, fostering a supportive and knowledge-sharing environment.
Shows eagerness to learn and grow, actively seeking feedback and opportunities to enhance both technical and interpersonal skills.
Shows eagerness to learn and grow, actively seeking feedback and opportunities to enhance both technical and interpersonal skill
Key Performance Indicators
SLA Compliance: Ensure tickets are resolved or escalated to uphold service standards.
Mean Time to Resolve (MTTR) – Reduce resolution time to restore services.
Customer Satisfaction (CSAT) – Improve customer satisfaction feedback.
First Contact Resolution (FCR) – Increase the number of incidents resolved during the initial interaction.
Average Handling Time (AHT) – Measure the average time spent per ticket, including conversation and follow-up activities.
Call Response Rate – Monitor the proportion of incoming calls answered within the defined time threshold.
Candidate Specification
Essential:
Basic understanding of operating systems (Windows) and common enterprise applications (e.g., Microsoft 365).
Strong communication and interpersonal skills, with a calm and professional approach under pressure.
A passion for delivering excellent customer service.
Willingness to take ownership of incidents, driving timely resolution or ensuring swift escalation to the appropriate resolver group.
Ability to work collaboratively and escalate issues appropriately.
Attention to detail when documenting tickets and sharing knowledge.
A proactive attitude towards learning and professional development.
Desirable:
Exposure to IT support environments (internships, academic projects, or part-time roles).
Familiarity with ITIL principles and interest in obtaining ITIL Foundation certification.
Awareness of ITSM tools such as ServiceNow or similar platforms.
Flexible working
At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.
Our benefits package is designed to enhance your experience:
Mott MacDonald is an employee-owned engineering, development and management consultancy, with more than 20,000 people in over 50 countries. We plan, design, deliver and maintain the transport, energy, water, buildings and wider infrastructure that is integral to people’s daily lives. Our core strength is using our expertise to overcome complex challenges, for the benefit of our clients and the communities they serve.
This infrastructure connects new and existing communities, it improves access to a wider range of amenities and vital public services, powers sustainable economic growth, and builds greater environmental resilience. These projects address some of society’s biggest challenges, and from their scope to their scale, they are as diverse as they are complex.
Through our global network of specialists, we apply excellence and innovation to overcome these challenges. The culture we have created at Mott MacDonald is integral to this. It enables our brilliant people to thrive in a nurturing environment, collaborating with and learning from our industry leaders to develop pioneering solutions and build technical expertise in their fields.
With this approach, we achieve transformative social outcomes for our clients and the communities they serve – from accessibility, to inclusion, empowerment, resilience and wellbeing. These are at the heart of our purpose, and the forefront of our minds in everything that we do.
Engineering. Management. Consultancy.
