IT Specialist

Wood Mackenzie is the global data and analytics business for the renewables, energy, and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an ever-changing world, companies and governments need reliable and actionable insight to lead the transition to a sustainable future. That's why we cover the entire supply chain with unparalleled breadth and depth, backed by over 50 years experience. Our team of over 2,400 experts, operating across 30 global locations, are enabling customers decisions through real-time analytics, consultancy, events and thought leadership. Together, we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.

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Wood Mackenzie Values

• Inclusive we succeed together
• Trusting we choose to trust each other
• Customer committed we put customers at the heart of our decisions
• Future Focused we accelerate change
• Curious we turn knowledge into action

Role Purpose:

You will be responsible for providing first and second level desktop and application support to Wood Mackenzie employees ensuring a high quality, professional service is delivered. You will collaborate across time zones with team members in the USA, UK, EU, and Asia to solve issues and implement new systems. You will help deploy new hardware, software and manage application updates, as well applying security configurations.

This is a demanding role. The successful applicant will be required to work independently, manage a high volume of requests and prioritise their workload effectively, often working to tight deadlines.

The Service Desk operates through core hours on business days and the successful applicant will need to demonstrate some flexibility in their working hours to meet this requirement.

Main Responsibilities:

• Act as Senior Specialist - IT for the provision of IT Service across multiple offices
• Liaise with 3rd party partners/ suppliers
• Guide junior members of staff
• Act as a single point of contact for all incoming calls, emails, chat and self-service portal from customers regarding IT issues and queries
• Work closely with the IT Service Management team and Lead Specialist IT India to ensure customers are properly managed and supported
• Providing expertise and recommendations for major incidents and their analysis
• 1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issues are logged with the required information
• Ensure all calls and emails are logged and managed within the firm's service management system
• Keep customers updated on outstanding tickets
• Take responsibility for calls and see them through to completion
• Providing remote and in person support for local office and beyond
• Provision new laptops and IT peripherals

About You:

• Able to provide Senior level of Service Team knowledge in a Support environment
• Good communication, teamwork and interpersonal skills
• Ability to cope with pressures of peak workloads, short deadlines
• Customer service orientation to consistently improve and evolve the services provided
• Capability to work independently and manage priorities
• Experience in a technical support role
• Confident with a range of workplace technology to support needs of growing office
• Experience of supporting Windows 10, MacOS and Office 365
• Experience with management tools including Autopilot, JAMF and InTune to manage global workplace
• Ability to mentor junior colleagues

Expectations:

• This role is office based and the successful candidate will be expected to work entirely from one of our offices
• Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones.

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Equal Opportunities

We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov

If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.