Atkins is one of the world’s leading design, engineering and project management consultancies. We have the breadth and depth of expertise to respond to the most technically challenging and time critical infrastructure projects. Our skills lie in the expansive area of infrastructure – the...

Atkins is one of the world’s leading design, engineering and project management consultancies. We have the breadth and depth of expertise to respond to the most technically challenging and time critical infrastructure projects.   

Our skills lie in the expansive area of infrastructure – the wiring of society – encompassing buildings; land, sea, and air transport; information communications and security systems; and utilities (including energy and water); as well as in our experience of working for a broad range of clients, including national and local governments as well as the commercial sector. The social and environmental framework of our work is crucial, and we view all our projects in the context of the communities in which they are delivered.

We are seeking to recruit high-calibre staff to join our Information Technology Department.

Deskside and Technology Support Manager

Job level Senior
Work exp 7 Years To 12 Years
Education Bachelor Degree
Location Tsimshatsui
Employment type Permanent
Industry Architecture / Construction / Engineering / Quantity Survey
Job function Information Technology > Help Desk / IT Support
Published On 21/11/2016

Atkins 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

Purpose of the Team/Role 

The Regional IS Support Manager is operationally responsible for the teams that provide 2nd Line hardware and software support. They will manage staff in a dynamic, fast paced environment which champions customer satisfaction as a priority.

 

Key Deliverables/Responsibilities

  • Manage the daily activities of the Desk Side and Technology Support Team and assume responsibility for the recruitment, training, objectives setting and personal development reviews of team members
  • Lead and motivate local IS staff by communicating job expectations; planning, monitoring, appraising job results; coaching employees
  • Manage and prioritise all 2nd line incidents and requests according to defined SLAs - ensure 100% adherence to RFS & INC Best Practice guidelines
  • Provide customers with continual and regular updates throughout the management of their incidents and requests
  • Ensure teams 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.
  • Manage the troubleshooting of a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
  • Provide operational services to the business to ensure maximum levels of user support and system availability
  • Manage all hardware delivery to end users
  • Support the set-up of new offices, sites or projects across region
  • Completes projects by coordinating resources and timetables with Group IS Staff
  • Management of local stock and keep the Global Hub informed of changes
  • Plan, organize, track and record the supply of IT equipment, as per agreed Asset Management procedures and processes.
  • Managing the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
  • Act as an escalation point for 2nd Line support issues within region
  • Build a close working relationship with the technical services teams in order to ensure the communication and resolution of problems and incidents
  • Develop working relationships across Group IS, and necessary Atkins Business Units, to support growth, joint ventures and fast track projects
  • Create a performance culture throughout the team
  • Ensure maintenance of all equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
  • Maintain a mindset of continuous improvement and development, in terms of efficiency, customer satisfaction and technical knowledge.
  • Work closely with the Global Services Asset Manager to ensure robust processes are in place to support effective asset management and stock control processes
  • Promote and develop cross skilling amongst the team
  • Act as an escalation point for service issues
  • Collaborate with global IS teams in different regions and time zones to come up with effective solutions for customer issues
  • Engage with Regional IS Service Teams to ensure knowledge and consistency of processes and procedures (and determine business demand)
  • Manage and review processes defined in the IS Business Management System
  • Maintains quality service by establishing and enforcing organization standards
  • Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective action
  • Develop, review and improve processes to maximize efficiencies within the team
  • Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed

Experience Required

Essential:

  • At least 7 years’ experience of IT Service Management principles and processes
  • High level of proficiency and knowledge of working in a Corporate IT environment
  • Solid understanding of hardware and software asset management processes
  • Knowledge of the Configuration Management Database to ensure key hardware information is aligned with Key Services
  • Understanding of the Change Management Process
  • Experience of working to (and exceeding) Service Level Agreements
  • Broad technical understanding of IS services being supported
  • Ability to learn, understand, and apply new technologies
  • Strong business focus and customer service skills
  • Working knowledge of database/excel structures/tables/configurations
  • Proven experience of data analysis and good numeracy, analytical and reporting skills
  • Effective stakeholder relationship management skills
  • Good analytical and troubleshooting skills (the ability to think logically through a problem) and must have the initiative, perseverance and commitment to see problems through to resolution
  • Ability to motivate and improve the overall team performance and service levels
  • Good command of English 

Desirable:

  • Qualifications: Certification from Microsoft
  • Knowledge of ITIL Service Support
  • Working knowledge of Service Now 

Competencies specific for this role (if different to the Atkins generic competencies listed below)

  • IT Service Management expertise
  • Communication skills
  • Team Management
  • Stakeholder Management
  • Performance Improvement
  • Confidence and professionalism
  • Service orientated and able to work in an end-to-end process model (BMS)
  • Excellent customer focus
  • Experience in managing small to large scale IT projects
 
Behavioral Competencies (these are relevant for all roles in GIS & to be evidenced through examples at interview)

Were bold

  • We use our curiosity, innovation and creativity to solve problems in cool ways

We’re proactive…

  • We seek out opportunities, and really listen to our customers problems
  • We work together in a dynamic and agile way to make change happen quickly

Were experimenters

  • Were not afraid to try different ways of doing things
  • Were champions for new ideas and tools

 We're trusted...

  • Building close, trusted partnerships really matters to us
  • We share our knowledge and work in a collaborative ways, joining together for the best results

 

Interested candidate please send the resume with your current and expected salary to recruit.hk@atkinsglobal.com

Applications will be treated in confidence and only be used for recruitment purposes. Those not being invited for interview within 3 months may consider their applications unsuccessful.