Graduate Service Desk Analyst

AtkinsRealis

Bengaluru/Bangalore

Not disclosed

Work from Office

Full Time

Freshers only

Job Details

Job Description

Graduate Service Desk Analyst

The Service Desk provides multi-lingual English + one other language (French) first-level IT support for raised IT Incidents or IT Service requests as part of the Global IT Service Desk for AtkinsRéalis. Be the main face of IT Service provided to the organization and drive continuous IT Service delivery improvements, India-based Service Desk Analysts are required to work within a shift pattern Monday to Sunday.


The Service Desk team is multi-skilled and deals with incidents and requests to allow flexibility of resource provision and provide a ‘can do’ service for our customers supporting the AtkinsRéalis end-user. The Service Desk Analyst reports to the Global Services – Service Desk Lead.


Essential Criteria:

  • First point of contact for all end user-reported issues or requests.
  • Typically provides technical support for Internal and External customers.
  • Responsible for providing the first line of telephone technical support of hardware, Operating Systems, sub-systems, and/or applications for customers and/or employees.
  • Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures.
  • Takes end-to-end Ownership of End User Issues till resolution and follow-up as mandated by the process requirements.
  • Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
  • Maintains call quality and response times as per the agreed SLA's. Maintains records of calls and ensures all cases are updated in the system.


Please flag if you have experience in any of the following (but still apply if you might enjoy gaining that experience too) –

  • Bachelor’s Degree in any Technical stream from a Deemed University and 2023/2024 pass-outs only.


Requirements:

  • Excellent verbal and written communication.
  • Good Knowledge of Operating Systems, Hardware, Networking, and MS Applications.
  • Good knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.
  • Multitasking and coordination skills.
  • Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
  • Willingness and ability to work in shifts (24 x 7).

Job role

Work location

Bangalore

Department

IT & Information Security

Role / Category

IT Support

Employment type

Full Time

Shift

Day Shift

Job requirements

Experience

Freshers only

About company

Name

AtkinsRealis

Job posted by AtkinsRealis

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