Service Desk Analyst
1 month ago
We’re AtkinsRéalis, a world-leading Design, Engineering and Project Management organization. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services and project management company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors such as Engineering Services, Nuclear, Operations & Maintenance and Capital.News and information are available at or follow us on LinkedIn.Our teams are proud to deliver on some of the most prestigious projects across the world. It's thanks to our talented people and their diverse thinking, expertise, and knowledge. Join us and you'll be part of our genuinely collaborative environment, where everyone is supported to make the most of their talents and expertise.When it comes to work-life balance, AtkinsRéalis is a great place to be. So, let's discuss how our flexible and remote working policies can support your priorities. We're passionate about are work while valuing each other equally. So, ask us about some of our recent pledges for Women's Equality and being a 'Disability Confident' and 'Inclusive Employer’.Job SummaryThe 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.Experience & Key ResponsibilitiesGood understanding of the ITIL v3/V4 framework1-5yrs in Experience in IT Service desk from the global organisations of reputeIdentify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI’sExcellent communication skills and customer focusAbility to build and maintain efficient working relationships in a team-based environmentStrong trouble shooting techniques and analytical thinkingMeticulous attention to detailExcellent customer service skills (strong business focus and ‘can do’ attitude)Experience of Windows, Office 365, Active Directory, SCCM, SharePoint 2010, Citrix, Messiaging & Remote connectivity, AD,MFA, MDM, Applications, hardware skills setsExperience of working to and exceeding targetsExperience of IS work management systems (ideally ServiceNow)Good timekeeping and time managementGood to Have:ITIL v3 Foundation CertificationMS – CIT Certification of SimilarExperience of working within a multi-cultural environmentExperience of working in a fast moving and changing large enterprise IT environmentExperience of iPhone, iPad, Mac, Blackberry, Android, Messaging, Remote Connectivity ,AD etc..Behavioural CompetenciesProven experience of delivering process efficiencies and improvementsClear and fluent English (both verbal and written)Ability to build and maintain efficient working relationships with remote teamsDemonstrate ability to take ownership of and accountability for relevant products and servicesAbility to plan, prioritise and complete your own work, whilst remaining a team playerWillingness to engage with and work in other technologiesWhat We Can Offer YouVaried, interesting and meaningful work.A hybrid working environment with flexibility and great opportunities.Opportunities for training and, as the team grows, career progression or sideways moves.An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.What We Can Offer YouVaried, interesting and meaningful work.A hybrid working environment with flexibility and great opportunities.Opportunities for training and, as the team grows, career progression or sideways moves.An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.Why work for AtkinsRéalis?We at AtkinsRéalis are committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual’s abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.Meeting Your NeedsTo help you get the most out of life in and outside of work, we offer employees ‘Total Reward’.Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview, and we’ll discuss any adjustments you might need.Additional InformationWe are an
equal opportunity, drug-free employer
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.We care 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.Link: Equality, diversity & inclusion | Atkins India (atkinsrealis.com)
Worker Type
EmployeeJob Type
Regular
At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.
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