First Line Service desk Support

Publication Date:  Feb 18, 2024
Ref. No:  498534
Location: 

London, GB, SW1A 2NS Westlakes, CMA, GB, CA24 3JZ

Who we are.
We are a team of passionate experts with a clear ambition: applying digital technology to advance what matters for our clients and society.
Together we create reliable and responsive digital foundations for the world’s businesses, institutions, and communities.
Learn more on Advancing what matters

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**This position is based in Cumbria and requires a SC clearance, meaning 5 complete years residency in the UK up to present date

 

About the role:

 

The Service Desk team work with Partner teams to deliver IT services for approximately 14000 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 will also be expect 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.

 

Responsibilities

 

  • Demonstrates enthusiasm to work across teams and positively contributes to Team objectives and morale.

  • CommunicationDemonstrates clear and concise written, oral and listening skills to identify any Customer knowledge gaps

  • Problem Solving and Decision Making: Demonstrate handling majority of issues/problem customer concerns and suggest resolutions with minimum prompting from 2LS / Team Leader.

  • FlexibilityShows evidence of being able to adapt to new situations outside of assigned team.

  • AttitudeDemonstrates drive and determination in coping with difficult situations.

  • Self ManagementDemonstrates evidence of good timekeeping, professional appearance and time management.

  • Customer ServiceDemonstrates awareness of customer and business needs. Able to describe technical details to non-technical customers in simple plain English.

  • Tools: Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.

  • Telephony Average Handle Time (AHT) & Contacts per Analyst per Day (CPAPD) at or better than targetManages call durations, wrap up times and CPAPD conforming with the team target. Has an awareness of impact and is proactive in seeking improvement.

  • Queue ManagementManage individual queues to given targets with zero intervention from Team Leader.

  • Ticket logs are maintained in a timely and efficient manner (in line with SLA’s)

  • Constantly review all tickets in 1LS queues (supporting set KPI’s) and handle aged tickets to closure

  • Working to aid avoidance of SLA breach on tickets.

 

Knowledge, Skills, Experience

 

  • Experience in a Customer facing role and in IT
  • IT Certification is a plus
  • Windows Operating Systems (Windows 10),
  • Microsoft Office suite of applications (i.e. Word, Excel, PowerPoint, Outlook, Access)
  • Understanding of Service Level Agreements
  • Proficient English Language skills
  • Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution.
  • Attention to detail, able to document the details of issues clearly in a concise understandable manner
  • You will be required to undergo and successfully gain a Disclosure Scotland and SC security clearance check in order to undertake this position.

 

 

More reasons to join us

 

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.

 

Our Mission Statement is to support goals of Atos by providing services that promote a work environment that is characterised by fair treatment of staff, open and positive communication, personal accountability, trust and mutual respect.

Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge, experience and relevant business requirements.

We are committed to making reasonable adjustments to the application process for people with disabilities.

 

Recruiter Contact:

 

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

Learn more about us
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment here

Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management – tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more here