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

Job Description
Overview
The Global Service Desk serves as the central point of contact for AtkinsRéalis end users reporting incidents or requesting IT services. The team provides first-level multilingual IT support (French and English) for IT incidents and service requests across the organization.
As a Service Desk Analyst, you will be the primary face of IT Services, ensuring excellent customer support while driving continuous service improvements. This role requires working in a rotating shift pattern from Monday to Sunday.
The Service Desk team is multi-skilled and supports a wide range of incidents and requests to ensure flexibility and consistent service delivery. The role reports to the Global Services - Service Desk Lead.
Your role
Good understanding of the ITIL v3/v4 framework
1-5 years of experience in an IT Service Desk environment within a global organization
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
Demonstrate strong analytical and troubleshooting skills
Maintain meticulous attention to detail
Work effectively toward and beyond performance targets
Manage time efficiently and maintain strong organizational skills
Utilize IT service management tools, preferably ServiceNow
About you
Technical Skills
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
Good 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
Behavioral Competencies
Proven experience implementing process improvements and efficiencies
Fluent English and French communication skills (written and verbal)
Ability to collaborate effectively with remote teams
Strong sense of ownership and accountability
Ability to prioritize and complete tasks independently while remaining a team player
Willingness to learn and support additional technologies
Rewards & benefits
Explore the rewards and benefits that help you thrive – at every stage of your life and your career.
This includes:
Comprehensive life insurance coverage.
Premium medical insurance for you and your dependents.
Generous annual leave balance.
Flexible and hybrid work solutions.
Remote work opportunities outside of country.
Company gratuity scheme.
Discretionary bonus program.
Relocation assistance.
Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.
Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.
About AtkinsRéalis
We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.
Find out more.
Worker TypeEmployee
Job TypeRegular
At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.