Service Desk Analyst null

Job Description

Atkins, a member of the SNC Lavalin Organization, is one of the world’s leading consultancies operating in the built and natural environment. You might know us for the great work we do across our wide variety of projects. We're proud to say it's thanks to our people's diversity of thought, expertise and knowledge. We offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world. And when you join us, you'll be a part of this genuinely collaborative environment, where everyone's voice is valued and treated equally.

Read more about how you can thrive with us.

Atkins is part of the SNC Lavalin Group of companies, the delivery of its IT is via a function called Group IS which is organised as a global operation with a significant presence in India. Group IS has developed an operating model for 2020 to revolutionise the way IT services are provided to the company, moving from a ‘Business as Usual’ focus to an organisation driven by Business Value. Key concepts include:  transitioning to digital products, adopting agile delivery approaches across the organisation, leveraging cloud services, and applying focus to supporting company project bids and delivery.

The Global Service Desk is the central point of contact for Atkins 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 operates 24x7x365 with centres in the UK and India, offering online, chat and phone contact options.  It is an ever-evolving and dynamic environment currently supporting circa 18,000 staff globally, dealing with around 10,000 contacts a month and providing our customers with over 70% first-line fix rate and consistent and dependable service.

India based Service Desk Analysts are required to work within a shift pattern Monday to Sunday.

The Service Desk team are multi-skilled and User Provisioning incidents and requests are also dealt with to allow flexibility of resource provision and provide a ‘can do’ service for our customers supporting the One Atkins 2020 and Group IS 2020 strategies.

The Service Desk Analyst reports to the Global Services – Service Desk Manager.

We are looking for a dynamic and enthusiastic self-starter to join our team as a Service Desk Analyst. This role will be based at our Atkins office in Bangalore, IN.

The Service Desk Analyst reports to the Global Services – Service Desk Manager.

What will you contribute?

Essential

• Strong understanding of the ITIL v3/V4 framework.
• Experience in working in a high-pressure environment.
• Proven track record in achieving SLAs.
• Excellent communication skills and customer focus.
• Ability to build and maintain efficient working relationships in a team-based environment.
• Strong troubleshooting techniques and analytical thinking.
• Meticulous attention to detail.
• Excellent customer service skills (strong business focus and ‘can-do attitude).
• Experience of Windows, Office, Active Directory, SCCM, Exchange 2007, SharePoint 2010, Citrix.
• Experience in working to and exceeding targets.
• Experience in IS work management systems (ideally ServiceNow).
• Good timekeeping and time management.

Desirable 

• ITIL v3 Foundation.
• MS-CIT qualification 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, etc.

Behavioural Competencies

• Proven experience in 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 do we offer at Atkins?

At Atkins, you will enjoy a robust rewards package that includes:

• Opportunity to work on various projects of various sizes.
• Competitive salary.
• Group Insurance.
• Employee Assistance Program (EAP).
• Learning and development programs, training, career opportunities.

Why work for Atkins?

Atkins is one of the world’s most respected design, engineering and project management consultancies. Atkins has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the globe for more than 50 years. Atkins has the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.