Service Desk Analyst

As one of the world’s leading consultancies operating in the built and natural environment, we offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world. Atkins India is committed to design excellence in the delivery of first-class solutions which combine innovation, imagination, and best practice.

Atkins is a member of SNC Lavalin Organization. Founded in 1911, SNC-Lavalin is a global, fully integrated professional services and project management company and a major player in the ownership of infrastructure. The combined entity of Atkins and SNC-Lavalin has created one of the largest global engineering and project management consultancies with approximately 50,000 employees and operating across 50 countries.

Atkins is part of the SNC Lavalin Group of companies, the delivery of its IT is via a function called Group IS which is organised as a global operation with significant presence in India.  Group IS has developed an operating model for 2020 to revolutionise the way IT services are provided to the company, moving from a ‘Business as Usual’ focus to an organisation driven by Business Value.  Key concepts include:  transitioning to digital products, adopting agile delivery approaches across the organisation, leveraging cloud services, and applying focus to supporting company project bids and delivery.

How will you contribute to the team?

To perform this role successfully, the individual will be responsible for but not limited to the following:

• 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 UK and India, offering online, chat and phone contact options.  It is an ever evolving and dynamic environment currently supporting circa 18,000 staff globally, dealing with around 10,000 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 User Provisioning incidents and requests are also dealt with to allow flexibility of resource provision and provide a ‘can do’ service for our customers supporting the One Atkins 2020 and Group IS 2020 strategies.
• The Service Desk Analyst reports to the Global Services – Service Desk Manager.
• Strong understanding of the ITIL v3/V4 framework.

Desirable:

• ITIL v3 Foundation
• MS-CIT qualification or similar
• Experience of working within a multi-cultural environment
• Experience of working in a fast moving and changing large enterprise IT environment
• Experience of iPhone, iPad, Mac, Blackberry, Android, etc
• Behavioural Competencies
• Proven experience of delivering process efficiencies and improvements
• Clear and fluent English (both verbal and written)
• Ability to build and maintain efficient working relationships with remote teams
• Demonstrate ability to take ownership of and accountability for relevant products and services
• Ability to plan, prioritise and complete your own work, whilst remaining a team player
• Willingness to engage with and work in other technologies

What will you contribute?

• Experience of working in a high-pressure environment.
• Proven track record in achieving SLAs.
• Excellent communication skills and customer focus.
• Ability to build and maintain efficient working relationships in a team-based environment.
• Strong trouble shooting techniques and analytical thinking.
• Meticulous attention to detail.
• Excellent customer service skills (strong business focus and ‘can do’ attitude).
• Experience of Windows, Office, Active Directory, SCCM, Exchange 2007, SharePoint 2010, Citrix.
• Experience of working to and exceeding targets.
• Experience of IS work management systems (ideally ServiceNow).
• Good timekeeping and time management.

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.

Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace.  EOE/Minorities/Females/Vet/Disability.

In today’s global market, diverse groups make better decisions and that better decisions lead to better business results, as such Atkins proactively recruiting and onboarding candidates from a diverse and talented applicant pool.

Please review Atkins Equal Opportunity Statement here:

https://careers.snclavalin.com/equal-opportunities-statement

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

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