Job Description
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 and 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
- Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices execute per defined KPIs
- Ability to build and maintain efficient working relationships in a team-based environment
- Experience of Windows, Office 365, Active Directory, SCCM, SharePoint 2010, Citrix, Messaging & Remote Connectivity, AD, MFA, MDM, applications and hardware skill sets.
- Meticulous attention to detail.
- Good understanding of the ITIL v3/V4 framework
About you
- 1-5 years of experience in IT Service Desk from global organizations of repute
- Excellent communication skills and customer focus
- Strong troubleshooting techniques and analytical thinking
- 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 and hardware skill sets
- Experience of working to and exceeding targets
- Experience of IS work management systems (ideally ServiceNow)
- Good timekeeping and time management.
- ITIL v3 Foundation Certification
- MS - CIT Certification 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, Messaging, Remote Connectivity, AD, etc.
Rewards & 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 , 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.
Worker Type
Employee
Job Type
Regular
