Atkins, a member of SNC Lavalin Organization, is one of the world’s leading consultancies operating in the built and natural environment. You might know us for the great work we do across our wide variety of projects. We’re proud to say it’s thanks to our people’s diversity of thought, expertise and knowledge. We offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world. And when you join us, you’ll be a part of this genuinely collaborative environment, where everyone’s voice is valued and treated equally. Read more about how you can thrive with us. We are looking for a dynamic and enthusiastic self-starter to join our team as a Global Service Desk Lead. This role will be based at our Atkins office in Bangalore, IN. How will you contribute to the team? To perform this role successfully, the candidate will be responsible for but not limited to the following:
Should have the ability to spearhead a process from scratch.
Should be able to motivate, develop and mentor team members in a dynamically changing environment.
Monitor projects/transactions and provide qualitative/constructive feedback to the team members
Answer operations related queries from the stakeholders.
Manage escalations.
Ability to handle pressure and a natural go getter.
Excellent hands-on skills to get into the process deeply ability to identify the gaps and suggest improvement plans to customer.
Drive process performance to achieve and exceed SLA/OLA deliverables.
To create a conducive and stimulating environment for the teams to accomplish their goals.
Manage expectations of his/ her team members and proactively be able to sense their needs.
Able to guide the team by implementing best practices and always lead-by-example.
Should have a sound knowledge of MIS and reporting activities stressing over backend.
Should be able to handle client interaction (on calls or in person).
Should have excellent problem-solving capabilities and lateral thinking skills.
Maintain delivery dashboards with analysis.
To be a part of the client calibration call to have better understanding of the process and for continuous improvement.
Should have the maturity/experience to manage skilled resources.
Should have the required expertise and scientific skills to provide strategic process improvement inputs (Operational excellence).
Shows flexibility/ownership works under pressure.
Ability to work within demanding environment with tight delivery timelines.
Attrition Absenteeism management ownership.
To own and drive and develop the team members for being effective in their role.
Should be able to work towards enhancing customer experience and overall service delivery.
Meeting client expectation and process metrics.
Direct continuous improvement initiatives for the project.
Understanding of the Business situation and capability to address issues.
Monitor resource utilization performance.
What will you contribute?
Total 6-9 years of experience in Service Desk.
2-3 years of experience in IT Service Desk as a Team Lead.
Should have either Engineering or Any degree.
Should have managed E2E service desk operations in his/ her current role.
Experience of working in an IT Contact Center/Service Desk support.
Understanding of the Business situation and capability to address issues.
Shows flexibility/ownership works under pressure situation.
Demonstrate excellent communication skills in English.
Ability to work within demanding environment with tight delivery timelines.
Keen to learn and handle more.
Self-motivated Team player and a proven guide.
Technical Skills-
Proficiency in Excel other analytical tools.
Good to have skills.
Minimum ITIL v3/v4 Foundation certified.
Transition Experience (preferred).
What we offer at Atkins? At Atkins, you will enjoy a robust rewards package which includes:
Opportunity to work on various projects of various sizes.
Competitive salary.
Group Insurance.
Employee Assistance Program (EAP).
Learning and development programs, training, career opportunities.
Why work for Atkins? Atkins is one of the world’s most respected design, engineering and project management consultancies. Atkins has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the globe for more than 50 years. Atkins has the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy. Check out some of our recent, most exciting projects. Additional Information: Atkins is an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community – a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability. Atkins cares about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data. Note to staffing and direct hire agencies: In the event a recruiter or agency who are not on our preferred supplier list submits a resume/candidate to anyone in the company, SNC-Lavalin family of companies, we explicitly reserve the right to recruit and hire the candidate(s) at our discretion and without any financial obligation to the recruiter or agency. https://careers.snclavalin.com/recruitment-agencies For more recruitment updates, kindly follow #AtkinsIndiaRecruitment on LinkedIn.
Job Detail
Job Id
JD2149804
Industry
Not mentioned
Total Positions
1
Job Type:
Full Time
Salary:
Not mentioned
Employment Status
Permanent
Job Location
Bengaluru, Karnataka, India
Education
Not mentioned
Experience
Year
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