Job Description
Overview
The Global Service Desk is the central point of contact for AtkinsRéalis end-users reporting incidents (disruptions or potential disruptions in service availability or quality) and provides first-line support or guidance regarding products and services provided by Group IS.
The Service Desk provides multilingual support (English plus one other language, preferably French) for IT incidents and service requests as part of the Global IT Service Desk. You will be the main face of IT services provided to the organization and drive continuous IT service delivery improvements.
India-based Service Desk Analysts are required to work within a shift pattern from Monday to Sunday.
The Service Desk team is multi-skilled and deals with incidents and requests to allow flexibility of resource provision and provide a "can do" service for customers supporting AtkinsRéalis end-users. The Service Desk Analyst 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 role within reputed global organizations.
Identify, troubleshoot, and resolve IT support issues based on defined troubleshooting scripts and best practices while meeting defined KPIs.
Excellent communication skills and solid customer focus.
Ability to build and maintain efficient working relationships in a team-based environment.
Strong troubleshooting techniques and analytical thinking.
Meticulous attention to detail.
Excellent customer service skills with a strong business focus and "can do" attitude.
About you
Experience with:
Windows
Office 365
Active Directory (AD)
SCCM
SharePoint 2010
Citrix
Messaging & Remote Connectivity
MFA
MDM
Applications and Hardware Support
Experience in meeting and exceeding targets.
Experience with IT service management systems, preferably ServiceNow.
Good timekeeping and time management skills.
Good to Have
ITIL v3 Foundation Certification.
MS-CIT Certification or equiv

📌 Service Desk Analyst I (Bengaluru)
🏢 AtkinsRéalis
📍 Bengaluru