Service Desk Analyst

Mace combines construction expertise with consultancy to unlock potential in every person or project and redefine the boundaries of ambition. Our values shape the way we consult and define the people we want to join us on our journey. Transforming healthcare through construction excellence. Are you looking to partner on healthcare construction projects that deliver world-class facilities and outstanding patient environments? Our specialist team combines industry-leading expertise with a passion for healthcare innovation, ensuring you are part of an incredible programme team completing projects on time, within budget, and to the highest standards.

Your contribution to a multi-million-pound programme will place you at the heart of major construction works, giving you the opportunity to shape outcomes and have a lasting impact on communities and cities. The role is for an IT Support Technician helping our user base with day-to-day technical support within Mace’s already existing infrastructure. It is a client-facing role supporting fee-earning projects and programmes.

You’ll be responsible for:

• The principal responsibility of the role is to enable digital systems to be effectively managed with a support wrap that allows the wider project team to be at full capacity and enable better delivery of projects for our clients.
• Provide first-line email, phone and online support, logging, prioritising and resolving incidents and requests in line with agreed SLAs or triaging to appropriate teams.
• Ensure accurate ticket categorisation, ownership, troubleshooting information, documentation and approvals throughout the support lifecycle.
• Diagnose and resolve common software issues, escalating to 2nd line support where required with appropriate troubleshooting detail.
• Keep users informed of progress and resolution in line with service expectations.
• Monitor system alerts, maintain system status communications, and notify users and system owners of incidents and updates.
• Identify recurring issues, contribute to the problem register, and highlight opportunities to improve service delivery.
• Create, maintain and promote knowledge articles, FAQs and user guidance, ensuring content remains accurate and up to date.
• Support onboarding, moving and offboarding activities, including system access, training materials and user assistance.
• Produce and maintain IT system documentation using approved templates.
• Support system testing and deployments as required.
• Attend meetings and record clear actions, owners and status updates.
• Comply with security policies, BPSS requirements, GDPR/Data Protection Act 2018, and ISO27001 standards.
• Build effective working relationships with colleagues, partners and clients while working under pressure and to deadlines.
• You will be expected to adhere to a structured development lifecycle that includes requirements definition, design, development and testing, user acceptance testing, deployment, handover and post-implementation support.

You’ll need to have:

• 3+ years of relevant IT support experience is expected.
• An understanding of ITIL v4 and work to this framework.
• High level knowledge of SaaS systems to enable troubleshooting.
• Experience with the use of Microsoft Office and 365 tools including SharePoint, Teams and Office apps.
• Knowledge of the impact of systems in different organisational environments.
• Use of a ticket system methodology to ensure all contacts are logged, categorised correctly, updated support notes, triaged to the correct contact and tickets resolved in a timely manner.
• Ability to explain technical instructions in a non-technical way.
• Competent troubleshooting skills.
• The ability to work collaboratively as part of a team.
• A willingness to share knowledge.

Our values:

• Safety first - Going home safe and well: We champion a safe, diverse and inclusive working environment, understanding the importance of wellbeing in every team.
• Client focus - Deliver on our promise: We own the quality of deliverables, strategic outcomes and build long term relationships with our clients.
• Integrity - Always do the right thing: We influence positive outcomes within our industry, while always aligning with our compliance obligations.
• Create opportunity - For our people to excel: We champion a continuous improvement culture throughout all activities, inspiring our people and teams to develop.

Mace is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all the criteria, please apply as you may still be the best candidate for this role or another role within our organisation. We are also open to discussing part time, flexible, and hybrid working options if suitable within the role.