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

AtkinsRealis India Private Limited; Bengaluru; Hybrid; INR 350,000 - 700,000; Full time

Benefits offered by this job

Life insurance

Medical insurance for you and depende­

Generous annual leave

Hybrid work solutions

Remote work opportunities outside of a

Company gratuity

Discretionary bonus program

Relocation assistance

Wellbeing program

Job summary

AtkinsRealis India Private Limited is seeking a Service Desk Analyst to serve as the primary contact for IT services, delivering multilingual support (English and French) and ensuring high-quality customer service. The role involves rotating shifts, global teams, and a focus on continuous service improvements. You will work with ITSM processes and tools to resolve incidents and requests.

Qualifications

• ITIL v3/v4 framework familiarity and incident management.
• 1–5 years in an IT Service Desk within a global organization.
• Strong analytical and troubleshooting skills with attention to detail.
• Fluent in English and French (written and spoken).
• Customer-focused mindset with collaboration across teams.

Responsibilities

• Provide first-level IT support and incident handling.
• Troubleshoot and resolve issues following defined procedures.
• Meet and exceed service delivery KPIs.
• Maintain relationships within the team and with customers.
• Work toward performance targets and time management.

Skills

ITIL v3/v4 knowledge

Service Desk experience

English & French fluency

Customer service oriented

Analytical troubleshooting

Education

ITIL v4 Foundation Certification

MS-CIT or equivalent

Experience in multicultural/global enterprise

Tools

ServiceNow

Active Directory

SCCM

Office 365

SharePoint

Citrix Connectivity

MFA

MDM

Job description

Job Description Overview

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.

Your role

• 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

About you

• 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

Rewards & benefits

• 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.

About AtkinsRéalis

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. Find out more.

Worker Type

Employee Job Type Regular

Equality, Diversity and Inclusion

We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

Company Overview

Created by the integration of long-standing organizations dating back to 1911, AtkinsRéalis is a world-class engineering services and nuclear company dedicated to engineering a better future for our planet and people. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in strategic sectors such as Engineering Services, Nuclear and Capital.

News and Information

News and information are available at Atkinsrealis or follow us on LinkedIn.