Group name: Group IS Global Services
Location: UK & India
Reports to: Global Services – User Experience Manager
Background
To support Atkins’ One Atkins 2020 organisational strategy, Group IS has defined an operating model for 2020 to revolutionise the way IS is provided to the company, moving from a BAU focus to a business value-driven organisation. Key concepts include moving to digital products; adopting agile across the organisation; leveraging cloud; and a focus on supporting bid and delivery.
The Support Operations team supports the objectives – included below in parentheses () – that will achieve this vision, by:
- providing an enhanced - faster and business-engaged - service to Atkins (IS2020 Transformation)
- improving customer satisfaction (Operational Excellence)
- reducing cost by containing support activity within Global Services (Commercial Success)
The team is part of the evolving and dynamic User and Technology Support group, which currently supports around 18,000 staff globally. Atkins staff raise around 10,000 incidents a month, of which 70% can be fixed at Level 1.
Job details
Purpose of the team/role
The Support Operations Analyst is responsible for:
- owning, investigating, analysing, troubleshooting and resolving incidents escalated from L1
- ensuring technical documentation and Knowledgebase articles are produced by the appropriate people, either within the team or in a L3 role
- making sure knowledge and skills are transferred to L1 teams to increase first line fix rate and reduce cost to the Atkins business
Support Operations Analysts have more experience than L1 colleagues on the Global Service Desk, and manage incidents referred to them by the L1 team. Support Operations analysts follow documented troubleshooting processes and workflows for known issues. These are provided by higher-level support representatives, product/service managers and vendors to support the satisfactory resolution of incidents in the Atkins Computing Environment (ACE).
The Support Operations team has a better understanding of issues, enhanced troubleshooting skills, fewer SLA-related time constraints - although it does adhere to its own KPIs - and is not subject to the same heavy transactional workload as the L1 team. The team is expected to escalate to L3 when documentation is insufficient to complete a task or does not resolve an incident. It maintains a ‘runbook’ – the Knowledgebase - for immediate resolutions and routine procedures which is populated and utilised by all Group IS teams.
The team collaborates with other support personnel, impacted groups and outside vendors who may have links to an incident. The Support Operations analysts will typically escalate to a L3 resource and follow documented escalation procedures in ServiceNow, our work management system. They ensure L1 and L2 fixes, handover and training are documented by the appropriate colleagues and cascaded to maintain and improve first line fix rate targets.
Key activities are to investigate, analyse and troubleshoot issues; follow guidance in Knowledgebase articles to restore service; route incidents through the SME network; take ownership of incidents; and ensure fixes are documented so they can be handed over to L1 support teams.
The removal of single points of failure and known errors, and automation wherever possible, are areas of focus for the team. A ‘fix once’ approach – which includes working closely with Problem Management to support root cause analysis processes - to ensure incidents do not happen again or in the first place is key to the success of the team. The team aspires to an error-free environment or, worst case, one where errors have little or no impact on end users and their productivity.
The Global Service Desk (L1) operates 24x7x365, with centres in the UK and India; the Support Operations team endeavours to use a follow-the-sun approach to ensure global time coverage utilising FTE and virtual team members. However, a business-driven flexibility around time management is necessary so that appropriate support levels are provided.
The Support Operations Analyst reports to the Global Services – User Experience Manager.
Key deliverables/responsibilities
- Aim for 100% customer satisfaction and client-focused delivery
- Manage incidents and requests according to defined SLAs and ensure 100% adherence to incident and request best practice guidelines
- Liaise with Service Transition prior to release of a new technology to ensure support readiness
- Assist with absorption of L1/L2 support activities into the Global Services team from other areas - such as Technical Services and ADS teams - where appropriate
- Ensure new first and second line fixes are documented, fed back and incorporated into the Knowledgebase with a view to increasing L1 fix rates
- Actively support removal of single points of failure and drive automated and Level 0 support processes
- Provide knowledge transfer and training to the Global Service Desk
- Liaise with software vendors where required to provide triage support of incidents for users
- Coordinate responses to high priority incidents, escalations and support of the major incident process where required
Experience required
Essential:
- ITIL v3 Foundation and knowledge of ITIL Service Operation
- At least 2 years’ hands-on experience of ITIL Service Management principles and processes
- Exceptional timekeeping and time management
- Excellent customer service skills, strong business focus and stakeholder engagement skills
- Solid written and verbal communications skills, including report writing and technical documentation
- Solid technical knowledge of enterprise IT environments
- Experience of working in a fast-moving and changing, large enterprise IT environment
- Ability to build positive cooperative relationships and communicate at all levels with other groups and departments
- Experience of IS work management systems, ideally ServiceDeskOnline
Desirable:
- Experience of working in a multi-cultural and international environment
Competencies specific to this role (if different to the Atkins generic competencies listed below)
- Excellent telephone manner
- Ability to work unsupervised and as part of a team
- Good organisational ability and attention to detail
- Ability to assess and prioritise work
- Good listening skills
- Reliable, flexible, adaptable and innovative approach
- Ability to remain calm under pressure
Behavioral Competencies (these are relevant for all roles in GIS & to be evidenced through examples at interview)
We’re bold…
• We use our curiosity, innovation and creativity to solve problems in cool ways
We’re proactive…
• We seek out opportunities, and really listen to our customers’ problems
• We work together in a dynamic and agile way to make change happen quickly
We’re experimenters …
• We’re not afraid to try different ways of doing things
• We’re champions for new ideas and tools
We're trusted...
• Building close, trusted partnerships really matters to us
• We share our knowledge and work in a collaborative ways, joining together for the best results
