It Analyst - Microsoft Applications

Working closely with the 4th line Productivity Applications team, you will help to resolve incidents, problems and assist with implementing change. 

This role will be based in one of our Global IT Operations Centre based in either Chennai or Newcastle. The Productivity Applications Team play a pivotal role in ensuring that our applications perform to a high level while adhering to Mott MacDonald's policies and procedures. 

Key duties and responsibilities include: 

• Provide support to Productivity Applications team. 

  
  

• Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication. 

  
  

• Work closely with the wider Applications teams helping to define support requirements and improvements to service across Productivity Applications.  

  
  

• Act as a technical support analyst within the team - for complex support issues and critical situations in the owned technology areas  

  
  

• Assists in improving the Productivity Applications team, proposes and drives forward improvement initiatives. 

  
  

• Identify problems through analysing incident patterns and suggest enhancements to continually improve our services. 

  
  

• Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity. 

  
  

• Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance. 

  
  

Candidate Specification

Essential: 

• Degree or equivalent relevant qualification in an IT related discipline or relevant industry experience. 

  
  

• Knowledge of the Microsoft 365 components and how they interact with one another. 

  
  

• Experience of SharePoint Online and MS Teams Administration. 

  
  

• Experience in supporting MS Exchange Online 

  
  

• Excellent verbal and written English communication skills.  

  
  

• Exceptional customer service skills. 

  
  

• Experience in a service desk support role, ideally working to SLAs. 

  
  

Desirable

: 

• Knowledge of ITIL Service Management best practices, ITIL V3/V4.  

  
  

• Experience of data migration tools such as ShareGate. 

  
  

• Experience running PowerShell scripts for administration purposes. 

  
  

• Experience in ServiceNow or similar ITSM Tools 

  
  

• Experience of OneDrive, Power Apps, Power Automate and Power BI 

  
  

• Experience of working in a global organization. 

  
  

Personal Attributes:

• Passionate about technology and learning. 

  
  

• Ability to balance demands and priorities and think clearly under pressure. 

  
  

• Attention to detail and a focus on quality. 

  
  

• Excellent conflict resolution, communication, and collaboration skills. 

  
  

• Logical and analytical approach to solving problems. 

  
  

We can offer (subject to Company’s policy):

- Agile and safe working environment

- Competitive annual leave and sick leaves

- Group incentive scheme

- Group term life insurance, Workmen’s compensation and Group medical insurance coverage

- Short and Long-term Global employment opportunities

- Global collaboration and knowledge sharing

- Digital Innovation and Transformation

Equality, diversity and inclusion

We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.