Global Service Desk Specialist
Global Service Desk Specialist
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SNC-Lavalin has recently defined the IT Services organisational strategy in support of which IT Services is transforming to revolutionise the way it provides services to the organisation, moving from a BAU focus to a business value-driven organisation. Key concepts include moving to digital products; adopting agile across the organisation; leveraging the Cloud; standardising IT services across all our IT partners; and a focus on support for bids and delivery
We are looking for Global Service Desk Specialist to join our team. This role will be based at our Atkins office in Bangalore.
Purpose of the team/role
The Global Service Desk is the central point of contact for Atkins 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 with centres in the India and Canada, offering online, chat and phone contact options. It is an ever evolving and dynamic environment currently supporting 18,000 staff globally, dealing with around 15,000 contacts a month and providing our customers with over 70% first line fix rate and a consistent and dependable service.India based Service Desk Analysts are required to work within a shift pattern Monday to Sunday. The Service Desk team are multi-skilled and deal with incidents and requests to allow flexibility of resource provision and provide a ‘can do’ service for our customers supporting the One SNCL 2020 and Group IS 2020 strategies.The Service Desk Analyst reports to the Global Services – Service Desk Manager
Experience Required Essential:
•Responsible for operational coordination of the service delivery team, creating and executing on plans and reporting on the team activities in the required forums
•Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members
•Plan and coordinate execution of projects, and work assignments for the Service Desk personnel, ensuring adherence to departmental policy and procedures
•Assist in the development of workflow, processes, goals and policies to continually improve the quality of customer service and technical serviced provided by the Service Desk personnel.
•Assist in the standardization of more complex technical procedures to improve efficiency and effectiveness of operations.
•Contribute with ideas / solutions for continuous improvement of the support processes.
•Manage expectations of his/ her team members and proactively be able to sense their needs
•Able to guide the team by implementing best practices and always lead-by-example
•Should have a sound knowledge of MIS and reporting activities stressing over backend
•ITIL V3/V4 Foundation is Mandatory (ITIL Specialist is in Create Deliver & Support is Plus)
•Total 6-9 yrs of experience in Servicedesk
•2-3 years of experience in IT Service Desk Specialist or Senior Analyst
•Should have either Engineering or Any degree.
•Should have managed E2E service desk operations in his/ her current role
•Experience of working in an IT Contact Center/Service Desk support
•Understanding of the Business situation and capability to address issues
•Shows flexibility/ownership works under pressure situation
•Demonstrate excellent communication skills in English
•Ability to work within challenging environment with tight delivery timelines
•Keen to learn and handle more
•Self-motivated Team player and a proven leader
What we offer at Atkins?
At Atkins, you will enjoy a robust rewards package which includes:
- Opportunity to work on various projects of various sizes.
- Competitive salary.
- Group Insurance.
- Employee Assistance Program (EAP).
- Learning and development programs, training, career opportunities.
Why work for Atkins?
Atkins is one of the world’s most respected design, engineering and project management consultancies. Atkins has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the globe for more than 50 years. Atkins has the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.
Atkins is 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.
Atkins cares 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.
Note to staffing and direct hire agencies:
In the event a recruiter or agency who are not on our preferred supplier list submits a resume/candidate to anyone in the company, SNC-Lavalin family of companies, we explicitly reserve the right to recruit and hire the candidate(s) at our discretion and without any financial obligation to the recruiter or agency. https://careers.snclavalin.com/recruitment-agencies
For more recruitment updates, kindly follow #AtkinsIndiaRecruitment on LinkedIn
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