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LU-DWP-Deutsche Bank-Technical Helpdesk analyst Level 2

Publish Date:  Jun 27, 2022

Contern, Luxembourg, LU-Luxembourg

Company:  Atos
About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

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.


Role Overview • The Technical Helpdesk Sr. Analyst performs a full range of complex, technical operations and assignments either directly or through subordinates within the helpdesk environment. • Ensures operations are in accordance with the established procedures and practices. • Monitors and reports to the manager performance of support personnel, reviewing response times, problem logs and trends in problems reported. Errors at this level may cause some delay, expense and/or disruption to the organization. • Coordinates and oversees the activities and personnel associated with providing technical services to internal customers. • Oversees the process of identifying, prioritizing and confirming resolution of reported problems with systems, hardware/software and/or network problems. • May be asked to interface with customers and management on the status of current resolution efforts and lead daily/weekly meetings. • Oversees the delivery of day-today technical helpdesk support efforts including receipt, prioritization, documentation, and resolution and customer support of software, hardware, operating systems and configuration issues. • Coordinates and oversees the process of maintaining daily logs, turnovers, reruns and equipment malfunction reports consistent with established service levels; takes corrective action if service levels are not maintained. • Ensures adherence to department policies/procedures as well as generate requested or required reports for customers and management. Keeps apprised of developments in field of expertise to ensure currency of knowledge. • Provides task leadership to assigned staff and assists in the implementation of training priorities to ensure departmental staff maintains current technical/customer service skill set. • Provides guidance, advice, assistance and support to Technical Helpdesk Analysts (serves as escalation point taking appropriate action to effectively resolve conflicts, problems, customer issues or complaints and coaches staff on customer services related queries e.g. irate / difficult customers) in order to meet the support needs of the business. • Identifies and effectively manages areas of concern and underachievement taking into consideration specific input data out of trend reports prepared by Reports Analyst and performance management reports from QA specialists / Technical Knowledge Manager. • Conducts corrective actions regarding agents, adopting an objective and discrete approach to reach an effective solution while maintaining discipline and morale. • Monitors real time agent adherence implementing required measures to ensure agent adherence on a daily basis; assessing or allocating individual tasks as required in order to utilize resources effectively and efficiently and to increase agent performance. • Performs other duties as assigned Capabilities & Experience • Bachelor’s degree or equivalent work experience in Help Desk, Service Desk, or Technical Support environments. • Minimum of 2 years progressively responsible related experience in administration, management control and/or accounting of technical/professional services. • Minimum of 2 years experience in successful task leadership or supervisory role, demonstrating strong organizational and task leadership skills. • Demonstrated understanding of information technology, preferably with ITIL certification • Proficiency in use of PC and related software (spreadsheet, database, etc.) applications. • Candidates must have Excellent English and German communication skills. • At least 2 years Service Desk/Helpdesk/Technical Support experience is required. • Strong team player • Must be able to demonstrate strong problem-solving skills



Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.