1st Line Support Analyst

* This is an onsite role, based in Crewe Oak House and requires a SC clearance, meaning 5 complete years residency in the UK up to present date.

** Working hours on 365-day shift rotation including weekends and bank holidays; 12 hours shifts - 7am-7pm on rotation (4 days off, 5 days on, 5 days off, 4 days on, 5 days off, 5 days on etc.)

*** Please note that we have an onsite bonus for this role separately.

Your Job in a nutshell:

The UK Service Desks are responsible for the delivery of high quality First line and Second line support services to our clients, using refined processes, tools and techniques.

The 1st Line Support Analyst focuses on supporting the customer in a professional and courteous manner, utilizing tools and knowledge effectively to provide exceptional customer service and assist in achieving all associated Service Desk SLA’s.

What will you be doing:

The UKSD 1ST Line Support Analyst is responsible for:

• Provide resolution to customer issues within a timely manner and to demonstrate technical expertise and exceptionally good customer service

• Interact with customers via telephone, e-mail and the web, providing technical support and problem solving abilities.

• Follow procedures to ensure all calls/emails/chats are correctly and accurately logged in the Service Desk ticketing tool

• Escalate unresolved issues to support leads, designated service group or client help desk.

• Manage administration tasks within the team

• Identify common and large scales issues and alert Incident Management & Team Leader to these

• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

• Assist with the coaching and development of new staff

 Requirements:

• Demonstrable skills in MS Office (Word, Excel, PowerPoint and Access)

• Excellent communication, listening and interpersonal skills

Client Focus - Commit to building excellent, long-term relationships with customers, based on a full understanding of their needs and dedication to meeting expectations in a professional manner

Teamwork - Working together by involving others in goals and plans, sharing knowledge, taking a positive role in teambuilding and seeking opportunities for cross functional working and collaboration

Flexibility - Adopt a flexible approach.  Revising plans and decisions in the light of new information and changing circumstances, dealing positively with organizational change.

• 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

Trainings and development:

• Atos Induction – via the UK Induction Portal and

• Atos University which has a wide range of courses and learning possibilities relevant to the UKSD

• Security Awareness

• Health, Safety & Environment training (Display Screen Equipment, Environmental Awareness, Fire Safety, Office Safety)

• Potential to undertake ITIL and other professional qualifications

Rewards and benefits:

In addition to joining a phenomenal team, you can also expect a fantastic range of benefits.

These include:

• 25 days annual paid leave;

• Wellbeing programs & work-life balance - integration and passion sharing events;

• 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 aim to ensure that differently-abled applicants who meet the minimum criteria for this position will be offered an interview. We are committed to making reasonable adjustments to the application and assessment process to accommodate your needs. Please contact us on UK-Recruitment-Support@atos.net to discuss this further.

Recruiter Contact:

Please write directly to Viktoria Ivanova on LinkedIn https://www.linkedin.com/in/viktoria-ivanova-801298129/

If you require additional support with the recruitment process, please let us know during the application process.