Desk Side & Technology Support Analyst

AtkinsRéalis; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Desk Side and Technology Support Analyst to join their dynamic team in London. This role is pivotal in ensuring the smooth operation of IT services, focusing on resolving 2nd line incidents and enhancing customer satisfaction. The successful candidate will leverage their technical expertise and customer service skills to manage incidents, support new project setups, and maintain service excellence. If you're passionate about technology and eager to contribute to a forward-thinking organization, this is the opportunity for you!

Qualifications

• Experience in IT Service Management principles and processes.
• Strong business focus and customer service skills.

Responsibilities

• Manage and prioritise all 2nd line incidents and requests according to SLAs.
• Troubleshoot a range of technology and telephony issues.
• Support the set-up of new offices and projects across the local region.

Skills

IT Service Management

Customer Service

Data Analysis

Technical Troubleshooting

Problem Analysis

Education

Certification from Microsoft

ITIL V3/4 Foundation Qualification

Tools

Service Now

Excel

Job description

AtkinsRéalis Group Inc is a Canadian company based in Montreal that provides engineering, procurement, and construction (EPC) services to various industries, including mining and metallurgy, environment and water, infrastructure, and clean power. The firm has over 50,000 employees worldwide, with offices in over 50 countries and operations in over 160 countries. The delivery of AtkinsRéalis IT is via a function called IT Services which is organised as a global operation with a significant presence in India. IT Services has developed an operating model to revolutionise the way IT services are provided to the company, moving from a ‘Business as Usual’ focus 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.

Purpose of the Role:

The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.

Key Deliverables/Responsibilities:

• Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC best practice guidelines.
• General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.
• Deploy IT Hardware, record and track assets 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.
• Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution.
• Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments.
• Support the set-up of new offices, sites or projects across the local region.
• Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process.
• Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy.
• Act as an escalation point for 2nd Line support issues.
• Ensure maintenance of all conference room IT facilities, Act as an escalation point for local service issues.
• Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software.
• Daily analysis of reports from the Team Lead reviewing tickets outside of SLA.
• Provide reports and updates on current issues to the Desk Side and Technology Support Team Lead.
• Works as directed by Desk Side and Technology Support Team lead.
• Provide cover for the local Desk Side and Technology Support Team Lead when required.
• Provide Support for members of the team.
• Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary.

Experience Required:

Essential

• Experience in IT Service Management principles and processes.
• High level of proficiency and knowledge of working in a Corporate IT environment.
• Experience in working to (and exceeding) Service Level Agreements.
• Broad technical understanding of IS services being supported.
• Security – Depending on the region you will be asked to apply for security clearance.
• Ability to learn, understand, and apply new technologies.
• Strong business focus and customer service skills.
• Working knowledge of database/excel structures/tables/configurations.
• Experience in data analysis and good numeracy, analytical and reporting skills.
• A valid driving license is essential as travel will be required to other AtkinsRéalis offices.
• Travel expected to other offices.

Desirable

• Certification from Microsoft.
• ITIL V3/4 Foundation Qualification.
• Working knowledge of Service Now.
• Customer Service Experience.

Behavioural Competencies:

• Proven experience in 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, prioritise and complete your work, whilst remaining a team player.
• Willingness to engage with and work in other technologies.