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 multilingual IT support (English plus one additional language, preferably French) for IT incidents and service requests as part of the Global IT Service Desk. The role serves as the primary face of IT services within the organization and drives continuous service delivery improvements.

India-based Service Desk Analysts are required to work in a shift pattern from Monday to Sunday.

The Service Desk team is multi-skilled and handles incidents and requests to provide flexible resource support and a "can-do" service for customers. The Service Desk Analyst reports to the Global Services – Service Desk Lead.

Your role

• Good understanding of the ITIL v3/v4 framework.
• 1–5 years of experience in an IT Service Desk role within globally recognized organizations.
• Identify, troubleshoot, and resolve IT support issues based on defined troubleshooting scripts and best practices while meeting established KPIs.
• Excellent communication and customer service skills.
• Ability to build and maintain effective working relationships in a team-based environment.
• Strong troubleshooting skills and analytical thinking.
• Meticulous attention to detail.
• Customer-focused with a positive, "can-do" attitude.
• Experience with:
  • Windows
  • Microsoft Office 365
  • Active Directory (AD)
  • SCCM
  • SharePoint 2010
  • Citrix
  • Messaging systems
  • Remote connectivity
  • MFA (Multi-Factor Authentication)
  • MDM (Mobile Device Management)
  • Applications and hardware support
• Experience working to and exceeding performance targets.
• Experience with IT service management tools, preferably ServiceNow.
• Good time management and attendance record.

About you

• ITIL v3 Foundation Certification.
• MS-CIT Certification or equivalent.
• Experience working in a multicultural environment.
• Experience in a fast-paced, large enterprise IT environment.
• Experience supporting:
  • iPhone
  • iPad
  • Mac
  • Blackberry
  • Android devices
  • Messaging platforms
  • Remote connectivity solutions
  • Active Directory
• Proven experience delivering process efficiencies and improvements.

• Clear and fluent English communication skills (both verbal and written).
• Ability to build and maintain effective working relationships with remote teams.
• Demonstrated ownership and accountability for products and services.
• Ability to plan, prioritize, and complete work independently while remaining a strong team player.
• Willingness to learn and work with additional technologies.

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 AtkinsRéalis, 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.

Find out more.

Worker Type

Employee

Job 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.