Service Desk Analyst I (1-4 years exp- Mandatory- French Speaking)

The Global Service Desk serves as the central point of contact for AtkinsRéalis end users reporting incidents or requesting IT services. The team provides first-level multilingual IT support (French and English) for IT incidents and service requests across the organization.

As a Service Desk Analyst, you will be the primary face of IT Services, ensuring excellent customer support while driving continuous service improvements. This role requires working in a rotating shift pattern from Monday to Sunday.

The Service Desk team is multi-skilled and supports a wide range of incidents and requests to ensure flexibility and consistent service delivery. The role reports to the Global Services - Service Desk Lead.

• Good understanding of the ITIL v3/v4 framework
• 1-5 years of experience in an IT Service Desk environment within a global organization
• Identify, troubleshoot, and resolve IT support issues using defined troubleshooting procedures and best practices
• Meet and exceed defined service delivery KPIs
• Deliver excellent customer service with a strong customer-focused approach
• Build and maintain effective working relationships within a team environment
• Demonstrate strong analytical and troubleshooting skills
• Maintain meticulous attention to detail
• Work effectively toward and beyond performance targets
• Manage time efficiently and maintain strong organizational skills
• Utilize IT service management tools, preferably ServiceNow

Technical Skills

Experience with:

• Windows Operating Systems
• Microsoft Office 365
• Active Directory (AD)
• SCCM
• SharePoint
• Citrix
• Messaging and Remote Connectivity
• Multi-Factor Authentication (MFA)
• Mobile Device Management (MDM)
• Hardware and software support
• Application support

Good to Have

• ITIL v4 Foundation Certification
• MS-CIT certification or equivalent
• Experience working in a multicultural environment
• Experience in a large enterprise IT environment
• Experience supporting:
  • iPhone/iPad
  • Mac devices
  • Android devices
  • Blackberry
  • Messaging platforms
  • Remote connectivity solutions
  • Active Directory

Behavioral Competencies

• Proven experience implementing process improvements and efficiencies
• Fluent English and French communication skills (written and verbal)
• Ability to collaborate effectively with remote teams
• Strong sense of ownership and accountability
• Ability to prioritize and complete tasks independently while remaining a team player
• Willingness to learn and support additional technologies

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.

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.