Workplace Support Analyst

2 weeks ago

المملكة العربية السعودية, Saudi Arabia Mott MacDonald Full time
We are hiring in our IT team based in Riyadh.

  • Key responsibilities and duties are listed, but not limited to, the below:
  • Provision of Desktop and on-site IT support, collectively Workplace IT Services with the Middle East (ISMA) region;
  • Desktop support includes support and maintenance of PC hardware and software, printers, scanners, photocopies, conferencing equipment and other endpoint devices;
  • Onsite IT support includes support for nonDesktop IT equipment located in offices such as network equipment, servers, telephone systems and server rooms. Workplace Support teams only provide support for nonDesktop IT equipment when this support cannot be facilitated remotely and this support is carried out under instruction from second and thirdline support teams e.g. backup tape changes;
  • Onsite IT support includes routine office or site visits to deal with nonurgent IT incidents and requests, emergency visits for urgent incidents and periodic visits to inspect onsite IT equipment and infrastructure such as server rooms;
  • Achievement of relevant operational level targets for incident management and request fulfilment and proactive escalation of potential service levels breaches to regional Workplace Support Lead/Manager;
  • Informing relevant people about new and ongoing incidents;
  • Working with relevant third party service providers to report, troubleshoot and escalate problems;
  • Allocation of tasks to IT contacts in remote offices where appropriate and providing guidance to complete tasks remotely;
  • Proactive identification of problems and documentation of known errors and workarounds for use by the Service Desk and other support teams;
  • Maintaining relationship with key office and site contacts and attending Service Reviews within the region when required;
  • Following processes to deliver regional Workplace Services reliably, efficiently and effectively;
  • Ensuring that his own actions comply with Mott MacDonald standards, policies and any regulations; this includes adhering to the change management process which is used to protect production IT services;
  • Ensuring that all IT support work is recorded in IT support ticketing system;
  • Where required providing assistance for IT projects and office moves;
  • Highlighting any issues with the local office IT infrastructure e.g. server room safety issues, to relevant staff including office managers and relevant technical teams in the service centres;
  • Identification of opportunities for service improvement and own relevant actions within the Workplace Services Improvement Plan.
Key process accountabilities

  • Technology Management
  • Incident and Problem management
  • Request fulfillment
  • Change management
Key Interfaces

  • ISMA Workplace Support Team
  • Other Regional Workplace Support teams including EUNA Region Workplace Support
  • Service Desk
  • Other Service Delivery teams
Key Performance Indicators

  • SLA/OLA performance including response time to incidents and requests
  • Quality of ticket updates
  • Completion of scheduled office visits, Audits
  • Continual service improvement metrics
  • Utilisation reports
  • Bachelor's degree in computer science or a related field.
  • Relevant exerience in a handson support role.
  • Depth knowledge of Windows OS, O365, Teams, Meraki.
  • Preferred but not essential to have certification in any MS, Security or ITIL Qualifications.

Job Profile


At Mott MacDonald, our purpose is to improve society by considering social outcomes in everything we do; relentlessly focusing on excellence and digital innovation, transforming our clients' businesses, our communities and employee opportunities.


  • Equality, Diversity and Inclusion
  • Equality, diversity and inclusion (EDI) is at the heart of our organisation. We are an equal opportunity employer and do not discriminate, rather take positive steps towards creating a diverse and inclusive working environment.


 Flexible Working
  • We can offer:
  • 90 calendar days' paid maternity leave.
  • Competitive annual leave.
  • An annual professional institution subscription.
  • Annual company performance bonus scheme
  • Subject to company performance.

Other Information

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.
More about Mott MacDonald
We're a global engineering, management and development consultancy.

  • Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusin

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