Service Desk Analyst

Leading the edge of transformation.

Join our organisation, where we have a huge variety of projects on-the-go at any one time. So when you start this role with us, it could take your career wherever your interests lie. You'll find everyone here is willing to pitch in and help because we all want you to succeed, and we're ready to help you grow.

When it comes to living your life, we want you to get the most out of it. So, talk to us about all our flexible and remote working policies that can support your personal priorities. Also, ask us about some of our recent pledges for Women's Equality, as well as being a 'Disability Confident' and 'Inclusive Employer’.

Our clients need our help to move into the future whilst keeping business as usual and wider change programmes running efficiently. To succeed, our customers require expert delivery and support. In this role, soft-skills, strong stakeholder communication and influencing ability along with proven service and solution delivery skills will pay equal measure.

Your purpose:

• Receives and handles requests for service, following agreed procedures.
• Logs incidents and service requests and maintains relevant records.
• Promptly allocates calls as appropriate.
• Records incidents cataloguing them by symptom and resolution.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• During change, acts systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence to service levels and information security requirements.
• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process and advises relevant persons of actions taken.

What you can bring:

• Commitment to customer service and support to our business functions.
• Ability to communicate effectively in writing, face to face and over the telephone with colleagues and customers.
• Organised and self-motivated individual capable of prioritising workload.
• Good people skills, working with internal and external customers.
• A keen eye for detail and accuracy.
• Good experience of Microsoft Office applications such as, Excel, Outlook, and Teams.
• A general awareness of Information Technology and an interest in a career in technology.
• Flexible and adaptable with positive attitude and willing to contribute to a diverse and inclusive work culture.

Read more about how you can thrive with us: Equality, diversity & inclusion in the UK & Europe (atkinsrealis.com)

Why work for AtkinsRéalis?

People join us because they share a desire to be at the forefront of the ADS&T Business Unit and deliver outstanding projects. We empower our people to be the professional individuals they want to be, working on projects they feel proud of, making a difference to the world they live in and the legacy they leave behind.

We value diversity and believe that everyone deserves to thrive, without exception. We have signed the MoD's "Women in Defence" and "Women in Aviation and Aerospace" charters. These pledges include providing opportunities for women to succeed at all levels. We're also committed to being a Military friendly employer and have been recognised with the Ministry of Defence's (MoD) Gold Employer Recognition Award.

We develop individuals through a portfolio of training and development courses designed to help you make the best of your abilities and talents. We encourage participation in all forms of training and have an active programme of in-house as well as external training for all our staff.

Meeting your needs:

When you start with us, you'll enjoy "Total Reward", a package that can be tailored to your lifestyle, career and personal needs. From flexible holidays to life assurance, health & wellbeing benefits, and career planning for the senior stage of your career.

Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview. And let's talk about any adjustments you might need.

New name, new era. We are AtkinsRéalis.  It will take some time for all our information to update – you can still refer to our fantastic benefits via the link below:

YourReward at AtkinsRéalis (atkinsrealis.com)

More about us:

AtkinsRéalis, is a top global consultancy with over 100 years of design and engineering expertise. With us, you'll be surrounded by the skills, knowledge and support to help you succeed. Together, we can deliver projects which have a positive, sustainable impact on the world.

AtkinsRéalis, is where UK professionals want to work and stay once they join. We're also a Silver Rating holder in the Aerospace & Defence sector, as per the Financial Times rating of the UK’s leading management consultants.

Check out some of our recent, most exciting projects: AtkinsRéalis Projects (atkinsrealis.com)

Additional Information:

This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance.  If this is necessary, it will be discussed with you at interview. The vetting process is delivered by United Kingdom Security Vetting (UKSV) and may require candidates to provide proof of residency in the UK of 5 years or longer. If applying to this role please do not make reference to (in conversation) or include in your application or CV, details of any current or previously held security clearance.

We are committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.

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