Desk Side & Technology Support Analyst II

Experience Required

Essential :

• Minimum 5 years experience of IT Service Management 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 IT services being supported
• Ability to learn, understand, and apply new technologies.
• Strong business focus and customer service skills
• Working knowledge of excel structures
• Proven experience of data analysis and good numeracy, analytical and reporting skills

Desirable Qualifications : Certification from Microsoft

• ITIL V4 Foundation Qualification
• Working knowledge of Service Now
• Customer Service Experience
• Competencies specific for this role (if different to the Atkins generic competencies listed below)
• IT Service Management expertise
• Communication skills
• Stakeholder Management
• Performance Improvement
• Confidence and professionalism

Behavioural Competencies

• Proven experience of delivering process efficiencies and improvements
• Ability to build and maintain efficient working relationships with remote teams
• Demonstrate ability to take ownership of and accountability for relevant products and services
• Ability to plan, prioritise and complete your own work, whilst remaining a team player
• Willingness to engage with and work in other technologies

Skills Required

Servicenow, Data Analysis, Stakeholder Management, Troubleshooting, It Service Management