Overview
Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices. This role is based in Newcastle and sits within the 4th line Project Applications team in Global IT Operations Centre. You will help resolve incidents, assist with implementing change, and contribute to maintaining high-performing Project applications in line with Mott MacDonald standards and policies.
Responsibilities
* Provide support to the Project Applications team
* Deliver an outstanding customer experience by focusing on employees’ needs and providing timely resolutions with clear and regular communication
* Work with the wider Applications teams to define support requirements and improvements across Project Applications services
* Act as a technical support analyst for complex issues and critical situations in owned technology areas
* Contribute to improving the Project Applications team, driving forward improvement initiatives
* Identify problems through analysing incident patterns and suggest enhancements to continually improve services
* Understand critical business needs and escalate urgent issues to minimise impact on business and productivity
* Ensure IT solutions comply with Mott MacDonald standards, policies and governance
Candidate specification
Essential
* Degree or equivalent IT-related qualification or relevant industry experience
* Knowledge of standard software used in engineering design and its interactions with other programs
* Excellent verbal and written English communication skills
* Exceptional customer service skills
* Experience in a service desk support role, ideally working to SLAs
* Experience delivering technical support in an engineering environment using Autodesk and Bentley products
Desirable
* Knowledge of ITIL Service Management best practices (ITIL V3/V4)
* Experience with PowerShell
* Experience in ServiceNow or similar ITSM tools
* Experience supporting CDE Services such as ProjectWise and BIM suites
* Experience working in a global organisation
Personal Attributes
* Passionate about technology and learning
* Ability to balance demands and priorities and stay calm under pressure
* Attention to detail and a focus on quality
* Excellent conflict resolution, communication, and collaboration skills
* Logical and analytical approach to problem-solving
UK Immigration
Mott MacDonald Ltd. is not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. We welcome applications from candidates eligible for alternative immigration routes that do not require Skilled Worker sponsorship.
Working arrangement
We offer a hybrid working policy to support flexibility, wellbeing, and trust between you and your manager.
Equality, diversity, and inclusion
We are committed to equality, diversity, and inclusion and strive to create an inclusive environment where everyone can contribute.
Accessibility
If you need adjustments to apply or attend an interview, contact reasonable.adjustments@mottmac.com.
Benefits
* Health and wellbeing: private medical insurance, health cash plan, Peppy for menopause support, comprehensive wellbeing program, salary flex benefits
* Financial wellbeing: pension contributions match, life assurance, income protection, flexible benefits, annual bonus potential
* Lifestyle: generous holiday allowance, saving schemes, discounts
* Enhanced family and carers leave: enhanced maternity/adoption leave, shared parental leave, additional caring days
* Learning and development: professional association subscriptions and opportunities to develop skills
* Networks and social impact: employee networks and community engagement
Location: Newcastle, UK. Contract Type: Permanent. Work Pattern: Full Time. Job Ref: 11820. Recruiter Contact: Laura Kennedy.
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