Atkins have recently defined a “One Atkins 2020” Organisational strategy. To support this strategy, IS have defined an operating model for 2020 to revolutionise the way IS is provided to the organisation, moving from a BAU focus to a Business Value driven organisation. Key concepts include: Moving to digital products, adopting agile across the organisation, leveraging cloud, and focus on supporting bid and delivery.
Purpose of the Team/Role
The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of technology and demonstrate excellent customer service skills.
Responsibilities include supporting offices in the South East. Extensive travel is required and a pool vehicle is provided.
Key Deliverables/Responsibilities
General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
Management of all 2nd line incidents and requests assigned to their queue in Service Now
Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
Support the set-up of new offices, sites or projects across the local region
Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
Develop, review and improve processes to maximize efficiencies within the team
Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
Ability to deliver training to audiences across the local region
Support and adhere to processes outlined in the Business Management System
Provide weekly/daily reports/time reporting and updates on current issues
Ability to communicate at all levels within the company
Experience Required
Essential:
Demonstrable experience of IT Service Management principles and processes
High level of proficiency and knowledge of working in a Corporate IT environment
Experience of working to (and exceeding) Service Level Agreements
Broad technical understanding of IS services being supported
Ability to learn, understand, and apply new technologies.
Strong business focus and customer service skills
Working knowledge of database/excel structures/tables/configurations
Proven experience of data analysis and good numeracy, analytical and reporting skills
A valid driving license is essential as travel will be required to other Atkins offices
Travel expected to other offices
Desirable:
Qualifications: Certification from Microsoft
ITIL V3 Foundation Qualification
Working knowledge of Service Now
Security Clearance: Secret
Customer Service Experience
Competencies specific for this role
IT Service Management expertise
Communication skills
Stakeholder Management
Performance Improvement
Confidence and professionalism
Training
SNC-Lavalin develops individuals through a portfolio of training and development activities designed to help you make the best of your abilities and talents. These are reviewed with individuals through an annual appraisal process. We actively support staff in achieving corporate membership of relevant institutions.
Rewards and benefits:
Atkins offers a fantastic range of benefits, which you can tailor to suit your own health, wellbeing, financial and lifestyle choices.
All the information you need to know is available on our dedicated benefits portal; your reward, which is available to access 24/7 from any device:
http://www.yourrewardatkins.com
Security Clearance:
This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance. If this is necessary it will be discussed with you at interview.
If applying to this role please do not make reference to (in conversation) or include in your application or CV, details of any current or previously held security clearance.
