Service Support Analyst

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.

We’re looking for a Service Support Analyst that will accept inbound requests via phone, chat, email and ticket queues and record and process incidents and service requests according to process specifications. 

What will you be doing: 
• Accept inbound requests via phone, chat, email and ticket queues 
• Record and process incidents and service requests according to process specifications 
• Communicate with users to understand issues and provide known solutions 
• Document and resolve incidents according to process specifications 
• Forward incidents which cannot be resolved to downstream support groups according to process specifications 
• Initiate escalations according to process specifications 
• Work collaboratively supporting team via TEAMS 
• Assist with training and supporting fellow agents 
• Average expected time on task between 4 to 12 minutes 
• Expected resolution rate between 70% - 90% 
• Expected to take part in on-call rotation with other admins. Summary of Responsibilities Experience & 

Skills: 
• Associates degree plus 1 year work experience in IT related field 
• Alternatively: 2 years work experience in IT related field 
• Experience in a Service Desk or Deskside environment preferred 
• Experience in customer service ideally gained in a customer facing environment 
• English proficiency in both verbal & written form 
• Must be culturally sensitive; appreciate cultural differences Knowledge of computer technology: 
• Windows Client 
• Microsoft Outlook 
• Microsoft Office (Word, Excel, PowerPoint) 
• Diverse browser support experience (Internet Explorer, Chrome, & Firefox) 
• PC hardware and mobile devices 
• Corporate network and network printer support experience 
• Fundamental knowledge of the Windows Active Directory and domain concept 
• General knowledge of Microsoft Exchange 
• Experience with command line scripting a plus

Soft Skills Profile: 
• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility 
• Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn 
• Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management 
• Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures 
• Ability to work well under pressure, set priorities and comfortable making quick decisions

Rewards and benefits:
•    Wellbeing programs & work-life balance - integration and passion sharing events.
•    Opportunities for professional growth and career advancement.
•    Remote and hybrid working possibilities.
•    Benefits platform –culture, shopping, sport, etc.
•    Continuous learning programs and online courses.
•    Possibility to participate to charity and eco initiatives.
 
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
 
If you're ready to embark on this exciting adventure with us, sign in on jobs.atos.net.

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Choose your future. Choose Atos.