1st Line Service Desk Support

Join to apply for the 1st Line Service Desk Support role at Atos . Get AI-powered advice on this job and more exclusive features. This position is based in Westlakes Science Park, Cumbria, and requires SC clearance, meaning 5 complete years of residency in the UK up to the present date. Your job in a nutshell The Service Desk team works with Partner teams to deliver IT services for approximately 14,000 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, prioritised, and routed accurately. The 1LS Agent is also 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 Demonstrate clear and concise written, oral, and listening skills to identify any Customer knowledge gaps. Handle the majority of issues/problem customer concerns and suggest resolutions with minimal prompting from 2LS / Team Leader. Show flexibility to adapt to new situations outside of the assigned team. Demonstrate drive and determination in coping with difficult situations. Maintain good timekeeping, professional appearance, and effective time management. Be aware of customer and business needs, and describe technical details to non-technical customers in simple plain English. Quickly learn and use the ticket logging tool and other systems used by the Service Desk. Manage call durations, wrap-up times, and contacts per analyst per day (CPAPD) to meet targets, and be proactive in seeking improvements. Manage individual queues to meet targets with zero intervention from Team Leader. Maintain tickets in a timely and efficient manner in line with SLAs. Review all tickets in 1LS queues and handle aged tickets to closure, supporting set KPIs. Work to prevent SLA breaches on tickets. Requirements Experience in a customer-facing role and in IT. IT Certification is a plus. Knowledge of Windows Operating Systems (Windows 10). Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Access). Understanding of Service Level Agreements. Proficient English language skills. Strong problem-solving skills to identify issues and ensure successful resolution. Attention to detail in documenting issues clearly and concisely. Must undergo and successfully obtain Disclosure Scotland and SC security clearance. Rewards And Benefits In addition to joining a phenomenal team, you can expect a fantastic range of benefits, including: 25 days annual paid leave Wellbeing programs & work-life balance initiatives Private medical and dental care 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 those with disabilities. We aim to ensure that those who meet the minimum criteria are offered an interview and are willing to make reasonable adjustments during the process. For further discussion, contact us at UK-Recruitment-Support@atos.net. Recruiter Contact Please contact Viktoria Ivanova directly on LinkedIn: https://www.linkedin.com/in/viktoria-ivanova-801298129/ If you need additional support during the recruitment process, please let us know during your application. Seniority level Not Applicable Employment type Full-time Job function Information Technology Industries Computer and Network Security IT Services and IT Consulting #J-18808-Ljbffr