ServiceDesk Analyst II

The Global Service Desk is the central point of contact for AtkinsR alis 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 multi-lingual English + one other language (French) first level IT support for raised IT Incidents or IT Service requests as part of the Global IT Service Desk for AtkinsR alis. Be the main face of IT Service provided to the organization and drive continuous IT Service delivery improvements. India based Service Desk Analysts are required to work within a shift pattern Monday to Sunday.

The Service Desk team are multi-skilled and deal with incidents and requests to allow flexibility of resource provision and provide a can do service for our customers supporting AtkinsR alis end-users. The Service Desk Analyst reports to the Global Services - Service Desk Lead.

Experience & Key Responsibilities:

• Good understanding of the ITIL v3/V4 framework.
• 1-5yrs in Experience in IT Service desk from the global organizations of repute.
• Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI s.
• Excellent communication skills and customer focus.
• Ability to build and maintain efficient working relationships in a team-based environment.
• Strong trouble shooting techniques and analytical thinking.
• Meticulous attention to detail.
• Excellent customer service skills (strong business focus and can do attitude).
• Experience of Windows, Office 365, Active Directory, SCCM, SharePoint 2010, Citrix, Messaging & Remote connectivity, AD, MFA, MDM, Applications, hardware skills set.
• Experience of working to and exceeding targets.
• Experience of IS work management systems (ideally ServiceNow).
• Good timekeeping and time management.

Good to Have:

• ITIL v3 Foundation Certification.
• MS - CIT Certification of Similar.
• Experience of working within a multi-cultural environment.
• Experience of working in a fast moving and changing large enterprise IT environment.
• Experience of iPhone, iPad, Mac, Blackberry, Android, Messaging, Remote Connectivity, AD etc.

Behavioral Competencies:

• Proven experience of delivering process efficiencies and improvements.
• Clear and fluent English (both verbal and written).
• 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, prioritize and complete your own work, whilst remaining a team player.
• Willingness to engage with and work in other technologies.