Senior Desktop Analyst, Qatar
- Security, aerospace & defence
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- Supervision of local IT resources
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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
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General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
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Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
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Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
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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.
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Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
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Own, monitor and maintain equipment rooms to comply with Group IS and QSE standards
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Support the set-up of new offices, sites or projects across the local region
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Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process
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Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
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Act as an escalation point for 2nd Line support issues
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Ensure maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
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Act as an escalation point for local service issues
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Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
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Daily analysis of reports indicating tickets outside of SLA with local team
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Provide ad hoc reports and updates on current issues to Desk Side and Technology Support Manager
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Manage and review processes defined in the IS Business Management System
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Works as directed by Desk Side and Technology Support Manager to maintain / enhance desk side services
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Provide cover for the local Desk Side and Technology Support Manager as and when required
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Conduct training programs designed to educate customers about basic and specialized applications
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Provide Support for less experienced members of the team
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At least 3 years’ experience of IT Service Management principles and processes
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High level of proficiency and knowledge of working in a Corporate IT environment
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Solid understanding of hardware and software asset management processes
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Experience of working to (and exceeding) Service Level Agreements
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Broad technical understanding of IS services being supported
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Ability to learn, understand, and apply new technologies.
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Strong business focus and customer service skills
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Working knowledge of database/excel structures/tables/configurations
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Proven experience of data analysis and good numeracy, analytical and reporting skills
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A valid Driving license is essential as travel will be required to other Atkins offices
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Security – Depending on region you will be asked to apply for security clearance
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They will have exceptional communication skills – verbal and written
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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.
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Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
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Direct customer liaison and be able to communicate at all levels within the company
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Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
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Qualifications: Certification from Microsoft
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ITIL V3 Qualification
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Working knowledge of Service Now
Competencies:
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IT Service Management expertise
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Communication skills
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Stakeholder Management
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Performance Improvement
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Confidence and professionalism
Behavioral Competencies
We’re bold…
• We use our curiosity, innovation and creativity to solve problems in cool ways
We’re proactive…
• We work together in a dynamic and agile way to make change happen quickly
We’re experimenters …
• We’re not afraid to try different ways of doing things
• We’re champions for new ideas and tools
We're trusted...
• Building close, trusted partnerships really matters to us
• We share our knowledge and work in a collaborative ways, joining together for the best results
- A competitive salary
- Accommodation allowance
- Transportation allowance
- 22 working days annual leave (based on 5 day working week)
- Medical and life insurance cover
- Company gratuity scheme
- Discretionary bonus scheme
- Annual flight allowance to point of origin
Are you ready to take the next step in your career?
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05/03/2024
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Summary
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