1st Line Support Engineer

Atos

  • Cumbria
  • Permanent
  • Full-time
  • 8 days ago
About AtosAtos is a global leader in digital transformation with c. 78,000 employees and annual revenue of c. € 10 billion. European number one in cybersecurity, cloud and high-performance computing, the Group provides tailored end-to-end solutions for all industries in 68 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea) and listed on Euronext Paris.The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.*This position is based in Westlakes Science Park, Cumbria and requires a SC clearance, meaning 5 complete years residency in the UK up to present dateYour job in a nutshell:The Service Desk team work with Partner teams to deliver IT services for approximately 14000 users across multiple locations throughout the UK!The First Line Support Analyst's role is to provide a single point of contact for customers' incidents and enquiries, following documented processes to ensure tickets are logged, prioritized and routed accurately. The 1LS Agent will also be expected to provide Incident Resolution to support the First Time Fix Service Level Agreement as per documented Knowledge Articles.The environment in which this role operates is fast paced and continually challenging.What will you be doing:Communication: Demonstrates clear and concise written, oral and listening skills to identify any Customer knowledge gaps
  • Problem Solving and Decision Making: Demonstrate handling majority of issues/problem customer concerns and suggest resolutions with minimum prompting from 2LS / Team Leader.
  • Flexibility: Shows evidence of being able to adapt to new situations outside of the assigned team.
  • Attitude: Demonstrates drive and determination in coping with difficult situations.
  • Self-Management: Demonstrates evidence of good timekeeping, professional appearance and time management.
  • Customer Service: Demonstrates awareness of customer and business needs. Able to describe technical details to non-technical customers in simple plain English.
  • Tools: Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
  • Telephony Average Handle Time (AHT) & Contacts per Analyst per Day (CPAPD) at or better than target: Manages call durations, wrap up times and CPAPD conforming with the team target. They have an awareness of impact and is proactive in seeking improvement.
  • Queue Management: Manage individual queues to given targets with zero intervention from Team Leader.
  • Ticket logs are maintained in a timely and efficient manner (in line with SLA's)
  • Constantly review all tickets in 1LS queues (supporting set KPI's) and handle aged tickets to closure
  • Working to aid avoidance of SLA breach on tickets.
Requirements:
  • Experience in a Customer facing role and in IT
  • IT Certification is a plus
  • Windows Operating Systems (Windows 10),
  • Microsoft Office suite of applications (i.e. Word, Excel, PowerPoint, Outlook, Access)
  • Understanding of Service Level Agreements
  • Proficient English Language skills
  • Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution.
  • Attention to detail, able to document the details of issues clearly in a concise understandable manner
  • You will be required to undergo and successfully gain a Disclosure Scotland and SC security clearance check to undertake this position.
We Care About Our Employees' Happiness By providing:
  • 25 days paid leave.
  • Wellbeing program & work- life balance- integration and passion sharing events.
  • Private medical cover.
  • Pension contributions up to 10%.
  • Flex benefits program.
  • Courses and certifications opportunities.
  • Conferences and Expert Communities.
  • Charity and Eco initiatives.
As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs. We are a care leaver friendly employer.If you require additional support with your application, please contact our Recruiter or send an email to our dedicated mailbox -Here at Atos, diversity and inclusion are embedded in our DNA. about our commitment to a fair work environment for all.Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. more on our CSR commitment.Choose your future. Choose Atos.Learn more about us
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment .Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management – tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more

Atos