Service Desk Analyst

Overview

The Global Service Desk is the central point of contact for AtkinsRéalis  end-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 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 AtkinsRéalis end-users. The Service Desk Analyst reports to the Global Services – Service Desk Lead.

Your role

• Good understanding of the ITIL v3/V4 framework.
• 1-5yrs in Experience in IT Service desk from the global organisations of repute.
• Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI’s.
• 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 365, Active Directory, SCCM, SharePoint 2010, Citrix, Messaging & Remote connectivity, AD,MFA, MDM, Applications, hardware skills sets.
• Experience of working to and exceeding targets.
• Experience of IS work management systems (ideally ServiceNow).
• Good timekeeping and time management.

About you

Good to Have:

• ITIL v4 Foundation Certification
• MS – CIT Certification of 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, Messaging, Remote Connectivity ,AD 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, prioritize and complete your own work, whilst remaining a team player
• Willingness to engage with and work in other technologies

Reward & benefits

Explore the rewards and benefits that help you thrive – at every stage of your life and your career.

This includes:

• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave balance.
• Flexible and hybrid work solutions.
• Remote work opportunities outside of country.
• Company gratuity scheme.
• Discretionary bonus program.
• Relocation assistance.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.

Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.

About AtkinsRéalis

We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

Find out more.