HELP DESK AGENT I

The future is our choice
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

Essential Role Overview: 

As an IT Help Desk Agent 1 at Atos, you will interact with customers via phone, email, and digital channels, offering outstanding technical support & troubleshooting skills. 

Responsibilities: 

• Receive incoming inquiries through phone, chat, email, and ticketing systems. 

• Log and manage incidents and service requests as per our guidelines. 

• Engage with users to diagnose problems and offer effective solutions. 

• Resolve and document issues in line with our procedures. 

• Escalate unresolved incidents to specialized support teams following our protocols. 

• Promptly escalate issues as needed. 

• Provide team support through Skype/Lync. 

• Contribute to the training and development of your peers. 

• Aim for a task completion time ranging from 4 to 12 minutes. 

• Strive for a resolution success rate of 50% to 80% 

Requirements & Experience: 

• At least 1 year of experience in Service Desk, Call Center, or IT Help Desk roles. 

• Fluent in English with clarity in communication, both spoken and written. 

• Maintain professionalism, assertiveness, responsibility, punctuality, and adaptability. 

• Preferably experienced in customer service, ideally in a client-facing role. 

Technical Knowledge: 

•  Basic understanding of computer technology and IT support 

• Basic understanding of networks 

• Basic Office Package  

• Diverse browser support experience (Internet Explorer, Chrome, & Firefox) 

• Awareness of Windows Active Directory and domain structures. 

Rewards and Benefits: 

• Medical Insurance 

• Dental 

• Vision 

• Pharmaceutical  

• 401 K  

• PTO: Paid Time Off 

• holidays  

• floating days/ Sick days 

Join Atos in pioneering digital initiatives, shaping the future of tech, and making a positive difference for our clients and the community. 

• Enjoy wellbeing programs and a balanced work-life culture, including passion-sharing events. 

• Benefit from remote and flexible work arrangements. 

• Access opportunities for professional development and career progression. 

• Explore a variety of perks through our benefits platform, including cultural, shopping, and sports offers. 

• Engage in ongoing learning and online educational resources. 

• Get involved in charitable and environmental activities. 

Schedules: 

• 40-hour workweek 

•  Monday – Sunday  

• Two days off per week 

• Shifts available: Morning, Afternoon, Night 

What’s next once you’ve applied? 

• A quick conversation with HR Recruitment. 

• Interview with a Manager/IT expert/project representative. 

• Feedback (1 -5 business days after the interview). 

Career Path: 

At Atos, as a global leader in secure and decarbonized digital business technology, our purpose is to help design the future of the information space. 

Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures. 

At Atos, the future is our choice. 

Choose your career - Atos 

Should you have any inquiries, our recruitment team is available to assist you: 

• Nancy Rodriguez: nancy-carolina.rodriguez@atos.net 

• Juan Carlos Estrada: juan-carlos.estrada@atos.net