In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.
Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors.
Wood Mackenzie’s services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie’s team has over 2,300 experts across more than 30 global locations who cover the entire supply chain.
Wood Mackenzie Values
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.
Find out more at HRenquiries@woodmac.com