We’re AtkinsRéalis, a world class Engineering Services and Nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services company dedicated to engineering a better future for our planet and its people. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors.
News and information are available at www.atkinsrealis.com or follow us on LinkedIn.
Our teams take great pride in delivering some of the world’s most prestigious projects. This success is driven by our talented people, whose diverse perspectives, expertise, and knowledge set us apart. Join us and you'll be part of our genuinely collaborative environment, where everyone is supported to make the most of their talents and expertise.
When it comes to work-life balance, AtkinsRéalis is a great place to be. So, let's discuss how our flexible and remote working policies can support your priorities. We're passionate about are work while valuing each other equally. So, ask us about some of our recent pledges for Women's Equality and being a 'Disability Confident' and 'Inclusive Employer’.
Job Description:
Key Responsibilities:
The Global Service Desk is the central point of contact for AtkinsRéalis users reporting Incidents (disruptions or potential disruptions in service availability or quality) and provides first line support or guidance regarding products and services provided by Group IS.
The Service Desk operates 24x7x365, offering online, chat and phone contact options. It is an ever evolving and dynamic environment currently supporting circa 35,000 staff globally, dealing with around 20,000 contacts a month and providing our customers with over 75% first line fix rate and a consistent and dependable service.
Global Service Desk Manager have responsibilities above that of the Service Desk Analysts and Service desk leads and is responsible for managing the service delivery and performance of the team. He / she would act in a supervisory role to ensure all aspects of the 24x7x365 Global Service Desk run smoothly.
Operations:
- Responsible for the service delivery of global service desk in compliance with the organization objectives and key performance indicators like SLA, first call resolution, MTTR, CSAT, Average call wait & handle time etc.
- Aim for 100% customer satisfaction and client focused delivery throughout the call management process.
- Ensure 100% adherence to incident and request best practice guidelines (ensure these guides are maintained and adhered to across the group).
- Drive a performance and as importantly people-oriented culture in the team.
- Ensure the required reports and metrics are available for the services delivered. Represent global service desk in service reviews.
- Assume responsibility for guidance and leadership to Service Desk Analysts and leads.
- Objectives setting and performance management reviews of team members (including 1-2-1s and team meetings).
- Plan & manage the resource capacity with optimum utilization & productivity of resources.
- Ensure support readiness prior to the release of new technology with support of service transition.
- Assist with absorption of Technical Services 1st and 2nd line support activities back into Global Services.
- Audit the quality of service at all levels within the team and take corrective measures.
- Ensure maintenance of robust knowledge management system with a single source of information.
- Continue to analyse metrics execute continual service improvement programs for service desk to improve the services and bridge the gaps.
- Ensure business continuity and disaster recovery practices and proactively identify & avoid risks.
- To be able to coordinate responses to high priority incidents, escalations and support of the major incident process.
- Adaptable to organization changes and develop a culture of transparency within the team.
- Represent service desk in various stake holder meetings and global projects / initiatives.
- Should be able to collaborate with various stake holders and vendors across the organization globally.
- Lead Continual service improvements in operations, tools, process, customer satisfaction and employee engagement.
Behavioural skills:
- Good communication skills and interface well with the business, line, and senior management.
- To be customer focused and to display an analytical approach to problem solving.
- To be a team player, working with others to provide a quality service.
- Flexible in working on rotational shifts 9 AM to 6 PM or 12 PM to 9 PM or as demanded by the business.
- Experience of working in a fast-moving environment.
- Excellent communication skills (both written and verbal).
- Ability to work unsupervised or as part of a team.
- Ability to develop positive cooperative relationships with other groups and departments.
- Good organisational ability and attention to detail.
- Able to assess and prioritise work.
- Good listening skills.
- Reliable, flexible, adaptable, and innovative.
- Able to remain calm under pressure.
Good to have:
- Knowledge on Office system O365s.
- Prepare relevant documentation such as known errors, solutions, major incident reports that will help in continuous improvement.
Educational Qualifications:
- Degree in Engineering or Science.
Experience:
- Overall, 10 + years of experience in IT technologies and ITIL based processes. Strong experience in IT service delivery particularly in service desk environment.
- Solid technical knowledge of enterprise IT environments like desktops / laptops, windows 10, active directory, network, security, SCCM, Office 365 etc.
- Experience in tools like servicenow, call management software, teams etc.
- ITIL v4 Foundation and knowledge of ITIL Service Operation.
- At least 5 years’ experience of ITIL Service Management principals and processes.
- An effective relationship builder.
- Excellent customer service skills (Strong business focus and stakeholder engagement skills).
- Experience of supervising teams and a proven understanding of the tools and techniques required to manage performance and drive improvement.
- Solid written and verbal communications skills (including report writing).
- Experience of working in a fast moving and changing large enterprise IT environment.
- Ability to build relationships and communicate at all levels.
- Experience of using and configuring IVR / Call Manager Systems (Cisco UCCX).
- Proven ability to drive and deliver continual service improvement.
- Experience of working to and developing Service Level Agreements.
- Ability to transition new services into service desk portfolio.
- Third party vendor coordination on service delivery.
What We Can Offer You:
- Varied, interesting and meaningful work.
- A hybrid working environment with flexibility and great opportunities.
- Opportunities for training and, as the team grows, career progression or sideways moves.
- An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.
Why work for AtkinsRéalis?
We at AtkinsRéalis are committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual’s abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.
Meeting Your Needs:
To help you get the most out of life in and outside of work, we offer employees ‘Total Reward’.
Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview, and we’ll discuss any adjustments you might need.
Additional Information:
We are an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.
We care about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.
Link: Equality, diversity & inclusion | Atkins India (atkinsrealis.com)
