IT Analyst - Service Desk

Mott Mac Donald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued.

Whatever your ambition, Mott Mac Donald is where people come to be brilliant.

As a Service Desk Analyst, you will report to the ITTeam 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.

• Act as the first point of contact for IT support, providing prompt and professional resolution for incidents and fulfillment 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

• 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

• SLA Compliance:
  Ensure tickets are resolved or escalated to uphold service standards
• Mean Time to Resolve (MTTR) – Reduce…