Desk Side & Technology Support Analyst II

• 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

Essential:

• 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

Desirable Qualifications: Certification from Microsoft

• ITIL V4 Foundation Qualification
• Working knowledge of Service Now
• Customer Service Experience
• Competencies specific for this role (if different to the Atkins generic competencies listed below)
• IT Service Management expertise
• Communication skills
• Stakeholder Management
• Performance Improvement
• Confidence and professionalism

Behavioural Competencies

• Proven experience of delivering process efficiencies and improvements
• 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