Desk Side & Technology Support Analyst II

Qualification: Graduate Degree in any Technical stream (BE Computer Science / Electrical, BCA, BSc (Comp Sc), Experience: 5+ Years experience of IT Service Management and processes, Background
The delivery of Information Technology the AtkinsRalis company is via a function called IT Services which is organised as a global operation with significant presence in Canada, India and the UK IT Services has developed an operating model to revolutionise the way IT services are provided to the company, moving from a Business as Usualfocus 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, Job Details Purpose of the Team/Role: 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 5 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

What We Can Offer You