Graduate Service Desk Analyst

We’re AtkinsRéalis, a world-leading Design, Engineering and Project Management organization. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services and project management company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. 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 such as Engineering Services, Nuclear, Operations & Maintenance and Capital.

News and information are available at www.atkinsrealis.com or follow us on LinkedIn.

Our teams are proud to deliver on some of the most prestigious projects across the world. It's thanks to our talented people and their diverse thinking, expertise, and knowledge. 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 our 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’.

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 provides multi-lingual English + one other language (French) first-level IT support for raised IT Incidents or IT Service requests as part of the Global IT Service Desk for AtkinsRéalis. Be the main face of IT Service provided to the organization and drive continuous IT Service delivery improvements, India-based Service Desk Analysts are required to work within a shift pattern Monday to Sunday.

The Service Desk team is multi-skilled and deals with incidents and requests to allow flexibility of resource provision and provide a ‘can do’ service for our customers supporting the AtkinsRéalis end-user. The Service Desk Analyst reports to the Global Services – Service Desk Lead.

Experience: 0 - 1 years only.

Essential Criteria:

• First point of contact for all end user-reported issues or requests.
• Typically provides technical support for Internal and External customers.
• Responsible for providing the first line of telephone technical support of hardware, Operating Systems, sub-systems, and/or applications for customers and/or employees.
• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures.
• Takes end-to-end Ownership of End User Issues till resolution and follow-up as mandated by the process requirements.
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
• Maintains call quality and response times as per the agreed SLA's. Maintains records of calls and ensures all cases are updated in the system.

Please flag if you have experience in any of the following (but still apply if you might enjoy gaining that experience too) –

• Bachelor’s Degree in any Technical stream from a Deemed University and 2023/2024 pass-outs only.

Requirements:

• Excellent verbal and written communication.
• Good Knowledge of Operating Systems, Hardware, Networking, and MS Applications.
• Good knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.
• Multitasking and coordination skills.
• Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
• Willingness and ability to work in shifts (24 x 7).

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).