Desk Side & Technology Support Analyst II

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:

Job Title: Desk Side & Technology Support Analyst II.

Group name: IT Services – Service Delivery.

Qualification: Graduate Degree in any Technical stream (BE - Computer Science / Electrical, BCA, BSc (Comp Sc).

Experience: 5+ Years - experience of IT Service Management and processes

Reports to: GTC Deskside Lead

Location: India

Background:

The delivery of Information Technology the SNC Lavalin Group of companies is via a function called IT Services which is organised as a global operation with significant presence in Canada, India and the UK.  IT Services has developed an operating model to revolutionise the way IT services are provided to the company, moving from a ‘Business as Usual’ focus to an organisation driven by Business Value.  Key concepts include transitioning to digital products, adopting agile delivery approaches across the organisation, leveraging cloud services, and applying focus to supporting company project bids and delivery.

Job Details:

Purpose of the Team/Role:

The Desk Side and Technology Support Engineer is responsible for the resolution of all 2nd Line incident and service requests.  They will have a good understanding of technology and demonstrate excellent customer service skills.

Key Deliverables/Responsibilities:

• General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk and manage local IT.
• Management of all 2nd line incidents and requests assigned to their queue in Service Now
• Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines.
• Familiarity with IT Asset and configuration (CI / CMDB) management Processes.
• Deploy Laptop / Desktop computers and peripherals, record and track assets document during deployment according to IT Services standards and workflow procedures.
• Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests.
• Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution.
• Support the set-up of new offices, sites, or projects across the local region.
• Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IT Services facilities, mitigate risks arising from audits, fire, safety, or other risk assessments.
• Develop, review and improve processes to maximize efficiencies within the team.
• Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary.
• Ability to deliver training to audiences across the local region.
• Support and adhere to processes outlined in the Business Management System.
• Provide weekly/daily reports/time reporting and updates on current issues.
• Ability to communicate at all levels within the company.

Experience Required:

Essential:

• Minimum 5 years’ experience of IT Service Management and processes.
• High level of proficiency and knowledge of working in a Corporate IT environment.
• Experience of working to (and exceeding) Service Level Agreements.
• Broad technical understanding of IT services being supported.
• Ability to learn, understand, and apply new technologies.
• Strong business focus and customer service skills.
• Working knowledge of excel structures.
• Proven experience of data analysis and good numeracy, analytical and reporting skills.
• Travel expected to other offices.
• Full time On-site availability required.

Desirable:

Qualifications:

• Certification from Microsoft.
• ITIL V4 Foundation Qualification.
• Working knowledge of Service Now.
• Customer Service Experience.

Competencies specific for this role (if different to the Atkins generic competencies listed below):

• IT Service Management expertise.
• Communication skills.
• Stakeholder Management.
• Performance Improvement.
• Confidence and professionalism.
• Behavioural Competencies.
• Proven experience of delivering process efficiencies and improvements.
• Ability to build and maintain efficient working relationships with remote teams.
• Demonstrate ability to take ownership of and accountability for relevant products and services.
• Ability to plan, prioritise and complete your own work, whilst remaining a team player.
• Willingness to engage with and work in other technologies.

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)