First Line Support Analyst

About Atos Group

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. 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.

The opportunity:

We have some exciting entry level onsite opportunities working on the Atos Campaigns. We are looking for passionate and driven individuals who are keen to forge a career within a Service Desk environment supporting customer IT needs as a First Line Support Analyst.

Working onsite alongside the full team offers a valuable opportunity to build strong relationships, collaborate more effectively, and expand your professional network in a dynamic, in-person environment.

 Responsibilities: 

• Answering a high number of calls from our clients and user base
• Assessing the issue with caller to identify the problem and decide best course of action (troubleshoot over the phone or refer to 2nd Line Support) 
• Providing advice and guidance to callers where an issue is not relevant to IT support  
• Delivering a high level of customer support to all users at all levels of seniority 
• Creating a ticket to record details of resolution or further action needed  
• To strive to meet quality objectives always- e.g. Average time on Call, First Time Fix Rate, providing correct and up to date information 

Skills we can’t do without:

• Demonstrable skills in MS Office (Word, Excel, PowerPoint and Access)
• Excellent communication, listening and interpersonal skills
• Experience in dealing with a wide variety of customers and being able to stay professional in challenging situations.
• To be able to build a quick rapport with customers on the phone and face to face and collect all required information in a timely manner.
• Display the highest Quality standards and continually strive to deliver customer excellence.
• Methodical and disciplined approach to work, with an ability to organise and prioritize work effectively and work under pressure unsupervised
• Self-motivation team player with the drive for excellence

Desirable Skills:

• Excellent communication skills 
• A passion for problem solving 
• Results driven
• Good communication skills with the ability to adapt and deal with all levels of seniority 
• Drive and motivation to provide excellent service even at busy times 
• Initiative to work alone and take responsibility for work, whilst working within a wider team
• An interest in IT and a good level of ‘day-to-day’ computer skills 
• Ability to learn various processes and maintain accuracy always 

Location: Fully onsite opportunity; office address: 3300 Solihull Parkway, Birmingham Business Park, Birmingham, B37 7YN

Eligibility: The candidate should be eligible for BPSS clearance (Should have lived in UK for last 3 years continuously) with a view to SC clearance in future

Benefits:

• Pension Scheme - contributions matched up to 10%
• Private medical cover
• Income Protection
• Life Assurance
• 25 days paid leave + National Holidays
• Flex benefits program

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. 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 also 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 - UK-Recruitment-Support@atos.net