1st Line Service Desk Support

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Job Overview

The Service Desk team works with Partner teams to deliver IT services for approximately 14,000 users across multiple locations in the UK. The First Line Support Analyst provides a single point of contact for customer incidents and inquiries, following documented processes to log, prioritize, and route tickets. The role also involves incident resolution to support the First Time Fix Service Level Agreement, utilizing knowledge articles.

Key Responsibilities

1. Communicate clearly and effectively to identify customer knowledge gaps.
2. Handle customer issues independently, suggesting resolutions with minimal prompting.
3. Adapt to new situations and demonstrate a positive attitude.
4. Manage time effectively and maintain professional appearance.
5. Provide excellent customer service, explaining technical details simply.
6. Use ticket logging tools efficiently.
7. Manage call durations and contacts per day to meet targets.
8. Maintain and close tickets promptly, avoiding SLA breaches.

Minimum Requirements

1. Experience in a customer-facing role and IT knowledge.
2. IT certification is a plus.
3. Knowledge of Windows 10 and Microsoft Office applications.
4. Understanding of Service Level Agreements.
5. Proficient in English.
6. Strong problem-solving and documentation skills.
7. Ability to obtain SC security clearance, requiring 5 years of UK residency.

Benefits

• 25 days annual leave.
• Wellbeing programs and work-life balance initiatives.
• Private medical and dental care.
• Pension contributions up to 10%.
• Flexible benefits, training, and certification opportunities.
• Participation in conferences, communities, and eco initiatives.

Additional Information

Atos encourages applications from all, especially those with disabilities, and offers reasonable adjustments. For support, contact UK-Recruitment-Support@atos.net. Recruiter: Viktoria Ivanova (LinkedIn: https://www.linkedin.com/in/viktoria-ivanova-801298129/).

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