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AtkinsRealis
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1 AtkinsRealis Support Analyst Job
Advanced User Support Analyst
2-5 years
Gurgaon / Gurugram, Bangalore / Bengaluru
1 vacancy
Advanced User Support Analyst
AtkinsRealis
posted 8hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Provides an enhanced - faster, and business-engaged - service to AtkinsR alis
- Improves customer satisfaction
- Reduces cost by containing support activity within Service Delivery
- Monitor, maintain and upgrade applications on the servers.
- Create reports on License usage based on logs generated by Application setup. Configure and support 3-tier architecture-based applications.
- Aim for 100% customer satisfaction and client-focused delivery.
- Manage application-related incidents and requests according to defined SLAs and ensure 100% adherence to the incident and request best practice guidelines.
- Ensure new first and second-line fixes are documented, fed back and incorporated into the Knowledgebase to increase L1 fix rates.
- Actively support the removal of single points of failure and drive automated and Level 0/self service support processes.
- Provide knowledge transfer and training to the Global Service Desk.
- Liaise with software vendors where required to provide triage support for user incidents.
- Coordinate responses to high-priority incidents, escalations and support of the significant incident process where required.
- Good knowledge of Windows server 2016/2019.
- Good knowledge of SCOM - System Center Operations Manager.
- Good understanding of powershell and ability to use it for automation.
- Expertise in resolving application network licensing and standalone license configurations.
- ITIL v4 Foundation and knowledge of ITIL Service Operation.
- At least two years of hands-on experience in ITIL Service.
- Management principles and processes.
- Exceptional timekeeping and time management.
- Excellent customer service skills, strong business focus and stakeholder engagement skills.
- Solid written and verbal communications skills, including report writing and technical documentation.
- Solid technical knowledge of enterprise IT environments.
- Ability to build positive, cooperative relationships and communicate at all levels with other groups and departments.
- Knowledge of IS work management systems, ideally ServiceNow.
- Experience working in a multicultural and international environment.
- Experience working on SQL servers, need to know advanced SQL querying.
- Knowledge on Application logs and crash log analysis.
- Excellent telephone manner.
- Ability to work unsupervised and as part of a team, and to assess and prioritise work.
- Good organisational knowledge, attention to detail and listening skills.
- Reliable, flexible, adaptable and innovative approach.
- Able to remain calm under pressure.
- Proven experience of in delivering process efficiencies and improvements.
- Clear and fluent English (both verbal and written).
- 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.
Employment Type: Full Time, Permanent
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What Support Analyst at AtkinsRealis are saying
Rating based on 3 Support Analyst
reviews
Anonymous · IT & Information Security
As i have spent 6+ years in Atkins in Atkins there is good learning exposure we have set the bench mark of learning in service desk and corporate application team. Excellent training operations to new entrants of
- Skill development - Good
What i don't like in Atkins is favoritsm and there is no self Intest to a particular team however ones decisions decide to where to move and there is lots of favor on movement.whsing in IT there should be honest and equal treatment.
- Company culture - Poor
Support Analyst salary at AtkinsRealis
What AtkinsRealis employees are saying about work life
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Advanced User Support Analyst
2-5 Yrs
Gurgaon / Gurugram, Bangalore / Bengaluru
