2021 Graduate Service Desk Analyst null

Atkins, a member of the SNC Lavalin Organization, is one of the world’s leading consultancies operating in the built and natural environment. You might know us for the great work we do across our wide variety of projects. We're proud to say it's thanks to our people's diversity of thought, expertise and knowledge. We offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world. And when you join us, you'll be a part of this genuinely collaborative environment, where everyone's voice is valued and treated equally.

We are looking for a dynamic and enthusiastic self-starter to join our team as a Graduate Service Desk Analyst. This role will be based at our Atkins office in Bangalore, IN.

The Global Service Desk is the central point of contact for SNC-Lavalin 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 SCN-Lavalin. 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 the One SNCL 2020 and Group IS 2020 strategies.

Responsibilities:

• The first point of contact for all end-user reported issues or requests.
• Typically provides technical support for Internal and External customers.
• Responsible for providing the first line of telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements.
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
• Maintains call quality and response times as per the agreed SLA's. Maintains records of calls and ensure all cases are updated in the system.

Requirements:

• Minimum Education Required - Bachelor’s Degree in any Technical stream.
• No prior experience is required.
• Good Knowledge of Operating Systems, Hardware, Networking and MS Applications.
• Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.).
• Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
• Excellent verbal and written communication.
• Multitasking and coordination skills.
• Willingness and ability to work in shifts (24 x 7).

What do we offer at Atkins?

At Atkins, you will enjoy a robust rewards package that includes:

• Opportunity to work on various projects of various sizes.
• Competitive salary.
• Group Insurance.
• Employee Assistance Program (EAP).
• Learning and development programs, training, career opportunities.

Why work for Atkins?

Atkins is one of the world’s most respected design, engineering and project management consultancies. Atkins has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the globe for more than 50 years. Atkins has the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.

Additional Information:

Atkins is an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family-friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and abilities.

Atkins cares about your privacy and is committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.

Note to staffing and direct hire agencies:

In the event a recruiter or agency who are not on our preferred supplier list submits a resume/candidate to anyone in the company, SNC-Lavalin family of companies, we explicitly reserve the right to recruit and hire the candidate(s) at our discretion and without any financial obligation to the recruiter or agency.