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 strong 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.
- Valuable timekeeping and time management skills.

Good to Have
- ITIL v3 Foun

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