Senior Desk Side & Technology Support Analyst

Job Description

Background

AtkinsRéalis is a Canadian company based in Montreal that provides engineering, procurement, and construction (EPC) services to various industries, including mining and metallurgy, environment and water, infrastructure, and clean power. The firm has over 37,000 employees worldwide, with offices in over 50 countries and operations in over 160 countries.

The delivery of AtkinsRéalis IT is via a function called IT Services which is organised as a global operation with a significant presence in India.  IT Services has developed an operating model for 2024 to revolutionise the way IT services are provided to the company, moving from a ‘Business as Usual’ focus to an organisation driven by Business Value.  Key concepts include:  transitioning to digital products, adopting agile delivery approaches across the organisation, leveraging cloud services, and applying focus to supporting company project bids and delivery.

Job Details

The Senior Desk Side and Technology Support Analyst is the central point of contact for all IT related incidents and service requests from Romania. Their role is to both provide second line support for the AtkinsRéalis Business and supervise the local IT resources in Romania. They are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

As Senior Desk Side & Technology Support Analyst , you will report to the Regional IT Director / Desk Side & Technology Manager.

Key Deliverable & Responsibilities

• Supervision of local IT resources
• Manage and prioritise all 1st and 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to Request for Solution (RFS) & Incident (INC) best practice guidelines.
• General troubleshooting of the desktop computing environment based on incidents and service requests logged via the Global Service Desk.
• Deploy IT hardware (Laptops, Mobiles, Tablets etc), record and track assets during deployment according to IT Services 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 to restore 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 IT Services and Quality, Safety, Security and Environment (QSSE) standards
• 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 IT 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/ Regional Director
• Manage and review processes defined in the IT Business Management System
• Works as directed by Reginal Director / Desk Side and Technology Support Manager to maintain and enhance desk side services
• Provide cover for the local Desk Side and Technology Support Manager as and when required
• Conduct training programs designed to educate customers about basic and specialized applications
• Provide Support for less experienced members of the team

Experience Required

Essential Technical Requirements

• At least 8 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 IT services being supported
• Ability to learn, understand, and apply new technologies
• Strong business focus and customer