We are looking for a Desk Side & Technology Support Analyst to be based in
clients place (Remote location)
Purpose of the Team/Role
The 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. They are responsible for
resolving support requests as well as meeting customer satisfaction and
continuous service delivery demands.
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 ACE based on incidents service requests logged via the Global Service Desk.
* Deploy desktop computers and peripherals, record and track assets during deployment according to ITS 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 ITS 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
* Conduct training programs designed to educate customers about basic and specialized applications
* Provide Support for less experienced members of the team
Experience Required
Essential:
* 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 resolutio
Desirable:
* Qualifications: Certification from Microsoft
* ITIL V3/4 Qualification
* Working knowledge of Service Now
Competencies specific for this role
* IT Service Management expertise
* Communication skills
* Stakeholder Management
* Performance Improvement
* Confidence and professionalism
SNC Lavalin's Atkins business is one of the largest multidisciplinary, multi
sector engineering design consultancies in the world and is part of the SNC
Lavalin Group.
As one of the world's most respected design, engineering and project
management consultancies with a leading track record in the defence sector,
Atkins are ideally placed to respond to this market. We have a broad
establishment and proud, 50 year history throughout the Middle East region.
We provide a full range of design, engineering and project management services
for buildings, transportation and other infrastructure programmes.
Atkins in the Middle East now employs around 2,000 staff serving Gulf clients
across all market sectors from offices in Abu Dhabi, Al Ain, Doha, Dubai,
Jeddah, Kuwait City, Manama, Muscat, Riyadh, and Sharjah.
Rewards & Benefits
We offer an excellent package which includes:
* A competitive salary
* Transportation allowance
* Medical and life insurance cover
* 22 calendar days annual leave
* Medical and life insurance cover
* Company gratuity scheme
* Discretionary bonus scheme
* Annual flight allowance to point of origin