Senior Desk Side & Technology Support Analyst

Purpose of the Role

The Senior Desk Side and Technology Support Analyst is the central point of contact for all IT related incidents and service requests. Their role is to both provide second line support for the Atkins Business, and supervise the local IS resources. They are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

Faithful+Gould is part of the SNC Lavalin Group of companies, the delivery of its IT is via a function called Group IS which is organised as a global operation with significant presence in India. Group IS has developed an operating model for 2020 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.

SNC Lavalin’s Faithful+Gould business is one of the world’s leading integrated project and programme management consultancies, with over 2,400 professionals operating worldwide.
Our aim is to protect and maximise our clients’ interests throughout the planning and delivery of projects, ensuring they are delivered on time, on budget. We pride ourselves on collaborating with client teams and developing long-term relationships.

Key services include - Project management, programme management, project controls, commercial management, cost management and expert scheduling and construction planning.

Active in the Middle East for over 20 years, we have offices in the UAE, Qatar, Oman and Saudi Arabia. We hire and retain only the best people in the industry. Our success is built on recruiting – and then developing – brilliant people from a broad range of professional and cultural backgrounds. It’s precisely this diversity of talent that sets us apart.

Key Deliverables/Responsibilities

• Supervision of local IT resources
• 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 Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk
• 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
• Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring 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 Group IS and QSE standards
• 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 local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
• 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 indicating tickets outside of SLA with local team
• Provide ad hoc reports and updates on current issues to Desk Side and Technology Support Manager
• Manage and review processes defined in the IS Business Management System
• Works as directed by Desk Side and Technology Support Manager to maintain / enhance desk side services
• Provide cover for the local Desk Side and Technology Support Manager as and when required
• Conduct training programs designed to educate customers about basic and specialized applications
• Provide Support for less experienced members of the team

Experience Required

Essential Technical Requirements

• At least 3 years’ experience of IT Service Management principles and processes
• High level of proficiency and knowledge of working in a Corporate IT environment
• Solid understanding of hardware and software asset management processes
• 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
• Security – Depending on region you will be asked to apply for security clearance
• They will have exceptional communication skills – verbal and written
• They will be service oriented, with good communication skills and have a good understanding of end-to-end processes and working within service level agreements
• Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
• Direct customer liaison and be able to communicate at all levels within the company
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution

You must also be able to demonstrate experience with:

• IT Service Management expertise
• Communication skills
• Stakeholder Management
• Performance Improvement
• Confidence and professionalism

Desirable Technical Experiences

• Qualifications: Certification from Microsoft
• ITIL V3 Qualification
• Working knowledge of Service Now

Behavioural 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, prioritise and complete your own work, whilst remaining a team player
• Willingness to engage with and work in other technologies

We offer an excellent package which includes

• A competitive salary
• Accommodation allowance
• Transportation allowance
• 22 calendar days annual leave
• Medical and life insurance cover
• Company gratuity scheme
• Discretionary bonus scheme
• Annual flight allowance to point of origin
• Employee Well-Being Programme – 24 hour free advice on financial, legal and family care specialists and also access to personal health, fitness and nutrition consultants