SNC-Lavalin is going through an exciting period of change. A Canadian listed engineering and construction firm, on July 2017 they acquired the UK engineering consultancy Atkins bringing with it a great opportunity to re-position the SNC-Lavalin brand in the eyes of our markets and ahead of our competitors. The combined group now has approximately 50,000 employees around the world and both Atkins and SNC-L’s offerings combined give us the opportunity to continue our growth. The future of engineering and construction is in the greater use of data, combined with technologies to deliver our services more efficiently and bring different offerings to our clients. From apps, virtual reality and artificial intelligence, to mobility as a service and digital asset management, we are combining our traditional engineering skills with technology to fundamentally change the way we do things.
Purpose of the Team/Role
The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of technology and demonstrate excellent customer service skills.
Key Deliverables/Responsibilities
- General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
- Management of all 2nd line incidents and requests assigned to their queue in Service Now
- Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
- Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
- Support the set-up of new offices, sites or projects across the local region
- Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
- Develop, review and improve processes to maximize efficiencies within the team
- Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
- Ability to deliver training to audiences across the local region
- Support and adhere to processes outlined in the Business Management System
- Provide weekly/daily reports/time reporting and updates on current issues
- Ability to communicate at all levels within the company
Experience Required
Essential:
- Considerable experience of IT Service Management principles and processes
- High level of proficiency and knowledge of working in a Corporate IT environment
- Experience of working to (and exceeding) Service Level Agreements
- Broad technical understanding of IS services being supported
- Ability to learn, understand, and apply new technologies.
- Strong business focus and customer service skills
- Working knowledge of database/excel structures/tables/configurations
- Proven experience of data analysis and good numeracy, analytical and reporting skills
- A valid driving license is essential as travel will be required to other Atkins offices
- Travel expected to other offices
Desirable:
Qualifications: Certification from Microsoft
ITIL V3 Foundation Qualification
Working knowledge of Service Now
Security Clearance: Secret
Customer Service Experience
Competencies specific for this role
IT Service Management expertise
Communication skills
Stakeholder Management
Performance Improvement
Confidence and professionalism
Training
Atkins develops individuals through a portfolio of training and development activities designed to help you make the best of your abilities and talents. These are reviewed with individuals through an annual appraisal process. We actively support staff in achieving corporate membership of relevant institutions.
Rewards and benefits:
Atkins offers a fantastic range of benefits, which you can tailor to suit your own health, wellbeing, financial and lifestyle choices.
All the information you need to know is available on our dedicated benefits portal; your reward, which is available to access 24/7 from any device: https://www.yourrewardatkins.com
Security Clearance:
This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance. If this is necessary it will be discussed with you at interview.
If applying to this role please do not make reference to (in conversation) or include in your application or CV, details of any current or previously held security clearance.
ATKINS, part of the SNC Lavalin Group, is committed to having a diverse and inclusive workforce. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.
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