HELP DESK ANALYST

About Atos Group

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

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.

The role will focus on providing the optimum service to customers as a first point of contact for any customers with IT related issues. The primary duties will be to receive and accurately log incidents, providing resolution wherever possible, or to pass those incidents on to the most appropriate technical teams for resolution, within the agreed SLA’s.

Where purpose meets career:

Training & Learning from Day One

Comprehensive training begins from the start of the job, ensuring you're set up for success. Optional certifications—such as IT Certi Network or Microsoft—can further boost your profile. Client-specific training may also be included for deeper domain knowledge.

Long-Term Job Stability
This is an internal permanent position, offering long-term career growth and security. When joining you will find this a valuable step forward in your professional journey.

Supportive Team Environment
You won’t be alone—guidance and mentorship are built into the culture. A dedicated trainer will be available to help you navigate your responsibilities and grow with confidence

What you will be doing:

• Inbound Contact Management – handling contacts from the end user via various contact channels e.g. phone, email and chat.
• Incident Management – logging incidents via phone, incident triage, liaising with resolver teams to progress issue resolution for the end user.
• Invoking Incident Managers if an incident comes through that is deemed a High Priority Incident i.e. impacting multiple customers or system down.
• Escalating incidents where customers call to chase or where progress is slow.
• Provide remote technical support, resolving issues in a competent manner whilst communicating professionally with internal and external stakeholders.
• Prioritize and resolve technical queries and service requests within agreed service levels.
• Monitor Service Desk call queues, ensuring that all tickets are fully updated and are processed appropriately.
• Collaborate with knowledge analysts in updating and creating knowledge articles and archive legacy documents which are no longer appropriate.
• Sharing new knowledge with team members, supporting documenting so this can be cascaded.

Skills we can’t do without:

• Solid grasp of IT fundamentals and general computer skills -excellent technical understanding of Microsoft Services such as; Windows, Active Directory, Office Suites. Candidate should also have experience with multiple call logging ticket systems e.g. BMC Remedy, Support works and Sys Aid.

• Minimum 1 Year Helpdesk Experience Prior experience in a helpdesk or technical support role is required.
• Strong customer service skills using effective listening, understanding and being able to articulate the next steps in a confident and professional manner.
• Either currently holds BPSS and SC clearance or is able to go through clearance acquisition process. Minimum 5-year UK address history required for the process.
• Fluent English Language skills, able to communicate easily with customers both verbally and in writing.

Benefits:

• Pension Scheme - contributions matched up to 10%
• Private medical cover
• Income Protection
• Life Assurance
• 25 days paid leave + National Holidays
• Flex benefits program

Working Arrangement

• Office-based only
• Monday to Friday (no weekends)
• Shift rotation between 07:00 AM – 06:00 PM within service desk hours

Recruiter Contact:

Please write directly to dharmarajan.soundararajan@atos.net  Dharma LinkedIn profile

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver-friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox - UK-Recruitment-Support@atos.net