Job Position: Senior Desktop Analyst, Qatar
Job Description: Qatar – SNC Lavalin’s Atkins business 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. Job Details 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. Responsibilities 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 o…see more details
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