Service Desk Analyst

Job Description

Were AtkinsRéalis a world class Engineering Services and Nuclear organization. We connect people data and technology to transform the worlds 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. Created by the integration of long-standing organizations dating back to 1911 we are a world-leading professional services company dedicated to engineering a better future for our planet and its people. 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.

News and information are available at or follow us on LinkedIn.

Our teams take great pride in delivering some of the worlds most prestigious projects. This success is driven by our talented people whose diverse perspectives expertise and knowledge set us apart. Join us and youll 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 lets discuss how our flexible and remote working policies can support your priorities. Were passionate about are work while valuing each other equally. So ask us about some of our recent pledges for Womens Equality and being a Disability Confident and Inclusive Employer.

Job Description:

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 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 Responsibilities:

• Good understanding of the ITIL v3/V4 framework.
• 1-5yrs 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 KPIs.
• 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 Messaging & Remote connectivity ADMFA 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.

Good to Have:

• ITIL v4 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.

Behavioral 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 prioritize 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 individuals 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 youre supported is important to us. So if you identify as having a disability tell us ahead of your interview and well 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 ()

Worker Type

Job Type

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.