Service Desk Analyst I (1-4 years exp- Mandatory- French Speaking)

Overview

Service Desk Analyst I role providing first-level multilingual (French and English) IT support as the central point of contact for AtkinsRéalis end users reporting incidents or requesting IT services.

What you'll do

• Identify, troubleshoot, and resolve IT support issues using defined troubleshooting procedures and best practices.
• Meet and exceed defined service delivery KPIs.
• Deliver excellent customer service with a strong customer-focused approach.
• Build and maintain effective working relationships within a team environment.
• Manage time efficiently and maintain strong organizational skills.
• Utilize IT service management tools, preferably ServiceNow.
• Work effectively toward and beyond performance targets.
• Ability to prioritize and complete tasks independently while remaining a team player.
• Willingness to learn and support additional technologies.

What you'll need

• Good understanding of the ITIL v3/v4 framework.
• 1-5 years of experience in an IT Service Desk environment within a global organization.
• Demonstrate strong analytical and troubleshooting skills.
• Maintain meticulous attention to detail.
• Fluent English and French communication skills (written and verbal).
• Experience with: Windows Operating Systems, Microsoft Office 365, Active Directory (AD), SCCM, SharePoint, Citrix, Messaging and Remote Connectivity, Multi-Factor Authentication (MFA), Mobile Device Management (MDM), Hardware and software support, Application support.
• Ability to collaborate effectively with remote teams.
• Strong sense of ownership and accountability.

Nice to have

• ITIL v4 Foundation Certification.
• MS-CIT certification or equivalent.
• Experience working in a multicultural environment.
• Experience in a large enterprise IT environment.
• Experience supporting: iPhone/iPad, Mac devices, Android devices, Blackberry, Messaging platforms, Remote connectivity solutions, Active Directory.
• Proven experience implementing process improvements and efficiencies.

Details

• Location: Bangalore (RMZ Galleria), India.
• Rotating shift pattern, Monday to Sunday.
• Reports to the Global Services - Service Desk Lead.
• Employment type: Regular employee.