Senior Desk Side & Technology Support Analyst - Kenyan/Tanzanian National
- Cities & development
Are you ready to take the next step in your career?
Apply for this roleThis vacancy has now expired. Please see similar roles below...
Summary
The Senior Desk Side and Technology Support Analyst is the central point of contact for all IT related incidents and service requests. Their role is to both provide second line support for the Atkins Business, and supervise the local IS resources. They are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
Key Deliverables
- Supervision of local IT resources
- Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
- General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
- Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
- Own, monitor and maintain equipment rooms to comply with Group IS and QSE standards
- Support the set-up of new offices, sites or projects across the local region
- Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process
- Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
- Act as an escalation point for 2nd Line support issues
- Ensure maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
- Act as an escalation point for local service issues
- Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
- Daily analysis of reports indicating tickets outside of SLA with local team
- Provide ad hoc reports and updates on current issues to Desk Side and Technology Support Manager
- Manage and review processes defined in the IS Business Management System
- Works as directed by Desk Side and Technology Support Manager to maintain / enhance desk side services
- Provide cover for the local Desk Side and Technology Support Manager as and when required
- Conduct training programs designed to educate customers about basic and specialized applications
- Provide Support for less experienced members of the team
Atkins have recently defined a “One Atkins 2020” Organisational strategy. To support this strategy, IS have defined an operating model for 2020 to revolutionise the way IS is provided 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 cloud, and focus on supporting bid and delivery.
SNC Lavalin's Atkins business is one of the largest multidisciplinary, multi sector engineering design consultancies in the world and is part of the SNC Lavalin Group.
As one of the world’s most respected design, engineering and project management consultancies with a leading track record in the defence sector, Atkins are ideally placed to respond to this market. We have a broad establishment and proud, 50 year history throughout the Middle East region.
We provide a full range of design, engineering and project management services for buildings, transportation and other infrastructure programmes.
Atkins in the Middle East now employs around 2,000 staff serving Gulf clients across all market sectors from offices in Abu Dhabi, Al Ain, Doha, Dubai, Jeddah, Kuwait City, Manama, Muscat, Riyadh, and Sharjah.
Essential Skills
- At least 3 years’ experience of IT Service Management principles and processes
- High level of proficiency and knowledge of working in a Corporate IT environment
- Solid understanding of hardware and software asset management processes
- Experience of working to (and exceeding) Service Level Agreements
- Broad technical understanding of IS services being supported
- Ability to learn, understand, and apply new technologies.
- Strong business focus and customer service skills
- Working knowledge of database/excel structures/tables/configurations
- Proven experience of data analysis and good numeracy, analytical and reporting skills
- A valid Driving license is essential as travel will be required to other Atkins offices
- Security – Depending on region you will be asked to apply for security clearance
- They will have exceptional communication skills – verbal and written
- They will be service oriented, with good communication skills and have a good understanding of end-to-end processes and working within service level agreements.
- Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
- Direct customer liaison and be able to communicate at all levels within the company
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
- Qualifications: Certification from Microsoft
- ITIL V3 Qualification
- Working knowledge of Service Now
- IT Service Management expertise
- Communication skills
- Stakeholder Management
- Performance Improvement
- Confidence and professionalism
Rewards & Benefits
We offer an excellent package which includes
- A competitive salary
- Transportation allowance
- Medical and life insurance cover
- 22 calendar days annual leave
- Medical and life insurance cover
- Company gratuity scheme
- Discretionary bonus scheme
- Annual flight allowance to point of origin
- Employee Well-Being Programme – 24 hour free advice on financial, legal and family care specialists and also access to personal health, fitness and nutrition consultants
Are you ready to take the next step in your career?
Apply for this rolePreview
GeneralContent type
BlogsPublish date
05/06/2024
Summary
In today's fast-paced, globalized world, the opportunity for graduates to gain hands-on international experience is invaluable. The Graduate Exchange Program at AtkinsRéalis stands as a testa
Preview
GeneralContent type
BlogsPublish date
05/06/2024
Summary
In today's fast-paced, globalized world, the opportunity for graduates to gain hands-on international experience is invaluable. The Graduate Exchange Program at AtkinsRéalis stands as a testa
Related job roles
Salary
Location
Winnipeg
Job Type
Full Time
Career Area
Geotechnical engineering
Market
Environment & geoscience
Category
Permanent
Location
Winnipeg
Description
Senior Geotechnical EngineerCome join us in reshaping the future with AtkinsRéalis. AtkinsRéalis is dedicated in engineering a better future for our planet and its people.AtkinsRéalis provides cutting
Reference
R-107532
Expiry Date
01/01/0001
Salary
Location
Orlando
Job Type
Full Time
Career Area
Structural engineering
Market
Cities & development
Category
Permanent
Location
Ft. Lauderdale
Miami
Orlando
Description
Why join us?We are hiring! Atkins is looking for a Senior Structural Bridge Engineer to work on a variety of structural engineering projects across the US from one of our hub offices in Orlando, FL, M
Reference
R-108024
Expiry Date
01/01/0001
Salary
Location
Jacksonville
Job Type
Full Time
Career Area
Structural engineering
Market
Transportation
Category
Permanent
Location
Jacksonville
Tallahassee
Tampa
Description
Why join us?We are hiring! AtkinsRéalis is looking for a Structural Bridge Engineer to work on a variety of structural engineering projects across the US from one of our hub offices in Jacksonville, T
Reference
R-100736
Expiry Date
01/01/0001
Salary
Location
Tampa
Job Type
Full Time
Career Area
Structural engineering
Category
Permanent
Location
Tampa
Description
Senior Structural Engineer – Complex BridgesWhy join us?We are hiring! AtkinsRéalis is looking for a Senior Structural Engineer – Complex Bridges to work on a variety of structural engineering across
Reference
R-096253
Expiry Date
01/01/0001
Salary
Location
Lima
Job Type
Full Time
Career Area
Health & safety
Category
Fixed Term Contract
Location
Lima
Description
Actualmente se ha generado una oportunidad para integrarse a AtkinsRéalis como Supervisor SSI en la División de Minería y Metalurgia.Propósito del cargo:Formular, dirigir y controlar planes y programa
Reference
R-114858
Expiry Date
01/01/0001
Salary
Location
Oak Ridge
Job Type
Full Time
Career Area
Trade & Labor
Market
Nuclear
Category
Permanent
Location
Oak Ridge
Description
Why join us? It’s an exciting time at AtkinsRéalis! We are rapidly growing in the US. Our company purpose is to build a better world for our planet and its people. We recognize the importance of maki
Reference
R-114625
Expiry Date
01/01/0001
Salary
Location
Mississauga
Job Type
Full Time
Career Area
Engineering (Other)
Market
Nuclear
Category
Permanent
Location
Mississauga
Description
Machinist - CNC LatheCome join us in reshaping the future with AtkinsRéalis. AtkinsRéalis is dedicated in engineering a better future for our planet and its people.Location – Mississauga, ONYour role
Reference
R-112346
Expiry Date
01/01/0001
Salary
Location
Dartford
Job Type
Flexible Working
Full Time
Career Area
Procurement
Market
Transportation
Category
Permanent
Location
Dartford
Description
AtkinsRéalis, Balfour Beatty and Egis Road Operations UK are part of a consortium, creating Connect Plus Services, a unique partnership with a collective strength in highways asset care from finance,
Reference
R-112201
Expiry Date
01/01/0001
Author
Abhishek SahaAuthor
Abhishek SahaSalary
Location
Leatherhead
Job Type
Flexible Working
Full Time
Career Area
Civil engineering
Market
Transportation
Category
Permanent
Location
Potters Bar
Dartford
Leatherhead
Description
AtkinsRéalis, Balfour Beatty and Egis Road Operations UK are part of a consortium, creating Connect Plus Services, a unique partnership with a collective strength in highways asset care from finance,
Reference
R-112198
Expiry Date
01/01/0001
Author
Abhishek SahaAuthor
Abhishek SahaSalary
Location
Dartford
Job Type
Flexible Working
Full Time
Career Area
Project management
Market
Transportation
Category
Permanent
Location
Potters Bar
Dartford
Leatherhead
Description
AtkinsRéalis, Balfour Beatty and Egis Road Operations UK are part of a consortium, creating Connect Plus Services, a unique partnership with a collective strength in highways asset care from finance,
Reference
R-110848
Expiry Date
01/01/0001
Author
Abhishek SahaAuthor
Abhishek SahaAtkinsRéalis
Talent community
Would you like to know more? Not ready to apply? Join our talent community to stay connected and engaged with us at AtkinsRéalis.
Find out more