The Global Service Desk serves as the central point of contact for AtkinsRéalis end users reporting incidents or requesting IT services. The team provides first-level multilingual IT support (French and English) for IT incidents and service requests across the organization.
As a Service Desk Analyst, you will be the primary face of IT Services, ensuring excellent customer support while driving continuous service improvements. This role requires working in a rotating shift pattern from Monday to Sunday.
The Service Desk team is multi-skilled and supports a wide range of incidents and requests to ensure flexibility and consistent service delivery. The role reports to the Global Services - Service Desk Lead .

Good understanding of the ITIL v3/v4 framework

- 1-5 years of experience in an IT Service Desk environment within a global organization
- Identify, troubleshoot, and resolve IT support issues using defined troubleshooting procedures and best practices
- Meet and exceed defined service delivery KPIs
- Deliver excellent customer service with a strong customer-focused approach
- Work effectively toward and beyond performance targets
- Utilize IT service management tools, preferably ServiceNow

Experience with:
Windows Operating Systems
Microsoft Office 365

SCCM

SharePoint
Messaging and Remote Connectivity
Hardware and software support
Application support





ITIL v4 Foundation Certification
Experience working in a multicultural environment
Experience in a large enterprise IT setting
Experience supporting:
Android devices
Remote connectivity solutions
Proven experience implementing process improvements and efficiencies
Fluent English and French communication skills (written and verbal)
Willingness to learn and support additional technologies

Explore the rewards and benefits that help you thrive - at every stage of your life and your career.
Comprehensive life insurance coverage.
Premium medical insurance for you and your dependents.
Generous annual leave balance.
Flexible and hybrid work solutions.
Remote work opportunities outside of country.
Company gratuity scheme.
Discretionary bonus program.
Relocation assistance.
Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.
We're , a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world.

📌 French Speaking Customer Service/ Call logger/ Service Desk Analyst (India)
🏢 SNC Lavalin Fayez Engineering
📍 India