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 IT support (English plus one additional language, preferably French) for IT incidents and service requests as part of the Global IT Service Desk. The role serves as the primary face of IT services within the organization and drives continuous service delivery improvements.
India-based Service Desk Analysts are required to work in a shift pattern from Monday to Sunday.
The Service Desk team is multi-skilled and handles incidents and requests to provide flexible resource support and a "can-do" service for customers. The Service Desk Analyst reports to the Global Services – Service Desk Lead.

Your role
Valuable understanding of the ITIL v3/v4 framework.
1–5 years of experience in an IT Service Desk role within globally recognized organizations.




Identify, troubleshoot, and resolve IT support issues based on defined troubleshooting scripts and best practices while meeting established KPIs.
Excellent communication and customer service skills.
Ability to build and maintain effective working relationships in a team-based workplace.
Strong troubleshooting skills and analytical thinking.
Meticulous attention to detail.
Customer-focused with a positive, "can-do" attitude.
Experience with:
Windows
Microsoft Office 365
Active Directory (AD)
SCCM
SharePoint 2010
Citrix
Messaging systems
Remote connectivity
MFA (Multi-Factor Authentication)
MDM (Mobile Device Management)
Applications and hardware support
Experience working to and exceeding performance targets.
Experience with IT service management tools, preferably ServiceNow.
Positive time management and attendance record.

About you
ITIL v3 Foundation

📌 Servicedesk Analyst Ii Bengaluru
🏢 AtkinsRéalis
📍 Bengaluru