Desk Side & Technology Support Analyst

AtkinsRéalis

3 - 8 years

5 - 10 Lacs

gurugram

Posted:1 day ago| Platform:

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Skills Required

it services engineering services data analysis service level analytical consulting troubleshooting microsoft

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Desk Side and Technology Support Engineer is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of technology and demonstrate excellent customer service skills.

Key Deliverables/Responsibilities:

General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk and manage local IT.
Management of all 2nd line incidents and requests assigned to their queue in Service Now
Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS INC Best Practice guidelines.
Familiarity with IT Asset and configuration (CI / CMDB) management Processes
Deploy Laptop / Desktop computers and peripherals, record and track assets document during deployment according to IT Services standards and workflow procedures.
Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests.
Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
Support the set-up of new offices, sites or projects across the local region.
Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IT Services facilities, mitigate risks arising from audits, fire, safety, or other risk assessments.
Develop, review and improve processes to maximize efficiencies within the team.
Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary.
Ability to deliver training to audiences across the local region.
Support and adhere to processes outlined in the Business Management System
Provide weekly/daily reports/time reporting and updates on current issues.
Ability to communicate at all levels within the company.

Experience Required:

Minimum 3 years experience of IT Service Management and processes
High level of proficiency and knowledge of working in a Corporate IT environment
Experience of working to (and exceeding) Service Level Agreements
Broad technical understanding of IT services being supported.
Ability to learn, understand, and apply new technologies.
Strong business focus and customer service skills
Working knowledge of excel structures.
Proven experience of data analysis and good numeracy, analytical and reporting skills
Travel expected to other offices.
Full time On-site availability required.

Desirable:

Qualifications:

Certification from Microsoft
ITIL V4 Foundation Qualification
Working knowledge of Service Now
Customer Service Experience
Graduate Degree in any Technical stream (BE - Computer Science / Electrical, BCA, BSc (Comp Sc.) etc).

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

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