Service Desk Analyst

Job description / Role

Service Delivery Team is committed to providing stable IT services to their customers. All members of the team are driven by a desire to provide the best services possible, to delight our customers and continually search for innovation in improving our offerings. The main focus of Service Delivery is the delivery of existing IT services and proactively ensuring and reporting capacity and availability.

However, from time to time under the direction of a Project Manager, Service Delivery staff are expected to be involved in the design and delivery of new services. Service Desk exists to respond to, provide updates on, and where possible resolve, customer IT issues.

Responsibilities

Receive and record all calls from Atkins staff and external customers within the work management system
Provide excellent customer service during any customer contact
Categorise incidents logged, and assess them according to urgency and impact
Attempt to resolve incidents or refer to 2nd or 3rd line support as necessary
Monitor and escalate all incidents in accordance with agreed service levels
Keep customers informed on status and progress of incidents
There are shifts operating from 08:00 to 18:00 Saturday to Thursday.
Participate in some (remunerated) out of hours support 18:00 to 08:00, 7 days a week
Achieve targets within the key metrics of:
Time Not Ready
Average Duration of Call
Percentage Resolved 1st line.

Requirements

Requirements

Customer focus - Understanding and keeping the customer’s needs continually in mind when taking actions or making decisions
Analytical thinking
Working knowledge of MS Windows and office packages
Service Now or similar call logging system
ITIL qualification would be advantageous
The successful applicant will be comfortable working in a team environment
Target driven
Experience in handling a high volume of calls

About the Company

Atkins is one of the leading providers of professional, technology based consultancy and support services to the industry, commerce and governments in all of the worlds major economies. With over 17,000 staff operating in Europe, the Middle East, Asia Pacific and the Americas, Atkins has a broad range of skills and resources and provides Clients with a comprehensive service throughout the entire life cycle of the projects in the built environment.

We aim to be the international first choice supplier of technical and integrated services. Shaped by our customers' needs, our vision is to:

• focus on quality
• seek world class design and excellence
• strive to add value
• be flexible to the evolving needs of a changing society

Atkins first carried out design and supervision commissions in the Gulf area in 1967. From its regional head office in Dubai, U.A.E. Atkins Middle East now employs over 2000 staff located in Dubai, Abu Dhabi, Sharjah, Oman (Muscat ), Qatar (Doha) Bahrain (Manama), Kuwait (Kuwait City) and India (Bangalore).