Service Desk Analyst

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.

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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 Title: Service Desk Analyst – T2  

Group name: IT Services – Service Delivery   

Location: India 

Reports to: Service Delivery – Global Service Desk  

Background:

AtkinsRéalis has recently defined the IT Services organisational strategy in support of which IT Services is transforming to revolutionise the way it provides services to the organisation, moving from a BAU focus to a business value-driven organisation.   Key concepts include moving to digital products; adopting agile across the organisation; leveraging the Cloud; standardising IT services across all our IT partners; and a focus on support for bids and delivery. 

Job Description: 

Purpose of the team/role 

• The Global Service Desk is the central point of contact for AtkinsRéalis 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 t/he AtkinsRéalis end-user. The Service Desk Analyst reports to the Global Services – Service Desk Lead.

Experience required:

Essential:

• Good understanding of the ITIL v3/V4 framework.
• 1-3yrs 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, Messiaging & 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. 

Desirable: 

• ITIL v3 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, prioritise and complete your own work, whilst remaining a team player. 
• Willingness to engage with and work in other technologies. 

What We Can Offer You:

• Varied, 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 Needs:

To 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 Information:

We 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)

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.