Desk Side & Technology Support Analyst

Overview

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.

Your role

• 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.

About you

Experience Required:

• Minimum 3 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.

Qualifications:

• Certification from Microsoft
• ITIL V4 Foundation Qualification
• Working knowledge of Service Now
• Customer Service Experience
• Graduate Degree in any Technical stream (BE - Computer Science / Electrical, BCA, BSc (Comp Sc.) etc).

Reward & benefits

Explore the rewards and benefits that help you thrive – at every stage of your life and your career.

This includes:

• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave balance.
• Flexible and hybrid work solutions.
• Remote work opportunities outside of country.
• Company gratuity scheme.
• Discretionary bonus program.
• Relocation assistance.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.

Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.

About AtkinsRéalis

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. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

Find out more.