Atkins Senior Desk Side & Technology Support Analyst Jobs in Kenya
The Senior Desk Side and Technology Support Analyst is the central point of contact for all IT related incidents and service requests. Their role is to both provide second line support for the Atkins Business, and supervise the local IS resources.
They are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
Key Deliverables
Supervision of local IT resources
Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
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
Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring 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 Group IS and QSE standards
Support the set-up of new offices, sites or projects across the local region
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 IS 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
Manage and review processes defined in the IS Business Management System
Works as directed by Desk Side and Technology Support Manager to maintain / 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
Atkins have recently defined a “One Atkins 2020” Organisational strategy.
To support this strategy, IS have defined an operating model for 2020 to revolutionise the way IS is provided to the organisation, 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 focus on supporting bid and delivery.
Essential Skills
At least 3 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 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
Security – Depending on region you will be asked to apply for security clearance
They will have exceptional communication skills – verbal and written
They will be service oriented, with good communication skills and have a good understanding of end-to-end processes and working within service level agreements.
Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
Direct customer liaison and be able to communicate at all levels within the company
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
Desirable
Qualifications: Certification from Microsoft
ITIL V3 Qualification
Working knowledge of Service Now
How to Apply
Interested candidates should apply online by 17th September, 2018
For more information and job application details, see; Atkins Senior Desk Side & Technology Support Analyst Jobs in Kenya
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