• Service Desk Analyst - Mott MacDonald Jobs in Mumbai,India - 23845819

  • Mott MacDonald Group Ltd

Job Description:

Key Responsibilities Resolve / fulfil incoming Service Desk incidents and requests from internal staff
Provide IT support for many technologies (mostly Microsoft) to a wide user base
Handling incoming telephone calls, emails and self-service tickets in a customer friendly and professional manner
Record all actions, conversations and work undertaken in the IT Service Management Tool (Service Now)
Within Service Now, use the knowledge base for known errors and work around to aid diagnosis or resolution

Candidate Specification Education, Experience, Knowledge and Skills


Graduate or equivalent qualification in an IT related discipline
Minimum of 2 years or more work experience in Service Desk environment
Experience of Microsoft Windows 7/10 fault resolution
Experience troubleshooting issues related to Microsoft Office16 /O365 suite
Experience in troubleshooting issues related to permissions, security, access, information management systems, Unified communications
Exceptional interpersonal skills, with a focus on listening, and questioning
Exceptional oral and written communication skills
Knowledge of basic desktop/ laptop computer hardware and peripherals
Working knowledge of active directory, MS exchange and Skype
Proven experience resolving incidents quickly by using remote support tools
Knowledge of ITIL Service Management best practices
ITIL V3 foundation

Desirable SDI certification

Personal Attributes
Exceptional customer service skills
Excellent written and spoken English
Experience at working both independently and in a team-oriented environment
Can react to work priority adjustments and alterations promptly and efficiently
Ability to communicate well with other IT teams when escalating tasks or assisting them to understand the business impact of an incident or an urgent request
Strong interpersonal skills and confident communicating with senior level staff
Must be able to learn, understand, and apply new technologies

Job Profile Mott MacDonalds 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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Consulting Services
Functional Area : IT Hardware : Hardware Products & Services
Role : H/W Installation/Maintenan ce
Salary : As per Industry Standards
Deadline : 18th Apr 2020

Key Skills:

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