Service Desk Analyst

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.
 
Job Details
 
Purpose of the Role: 
 
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

Experience Required Essential:

• Strong understanding of the ITIL v3 framework
• 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

 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