IT Analyst - Desktop Services

Location/s: Newcastle, UK

Recruiter contact: Pranjali Ahuja

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 Desktop Services Analyst, you will report to the IT Team Lead – Desktop Services and act as the escalation point for technical issues across our organisation. In this role, you will provide advanced troubleshooting and resolution for hardware, software, and endpoint security concerns, ensuring an excellent experience for colleagues and maintaining operational resilience.

You will play a vital part in supporting day‑to‑day continuity for a dynamic workforce. Responsibilities include resolving complex incidents, managing device compliance, and collaborating with 1st and 3rd line teams to deliver seamless support. 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, infrastructure, and security teams, 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 advanced technical skills, support digital transformation initiatives, and help enhance employee satisfaction and operational resilience.

• Act as the escalation point for technical issues, providing prompt and professional resolution for complex incidents and fulfilment of service requests
• Deliver exceptional customer service by listening actively, empathising, and communicating clearly and confidently
• Troubleshoot advanced incidents for operating systems, Microsoft 365, and endpoint management tools
• Support hardware lifecycle management, including imaging, deployment, and repairs
• Ensure compliance with security policies, including device encryption, patching, and vulnerability remediation
• Adhere to established procedures and escalate unresolved issues to the appropriate support level promptly
• Collaborate with IT security teams to address endpoint risks and enforce security standards
• Maintain accurate documentation of troubleshooting steps, resolutions, and known issues
• Contribute to process improvements and knowledge sharing across IT support tiers
• 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 sense of ownership and accountability, taking initiative to resolve issues efficiently and follow through to completion
• Communicates clearly and professionally, actively listening to colleagues’ 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 users
• Takes initiative to resolve issues promptly and follows through to ensure customer satisfaction
• Collaborates effectively with colleagues across IT and security teams, fostering a supportive and knowledge‑sharing environment
• Maintains a structured and detail‑oriented approach to troubleshooting and documentation
• Shows…