1st Line Service Desk Support

Atos SE; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

At Atos, we are seeking a First Line Support Analyst to join our Service Desk team in London. You will provide essential IT support to around 14,000 users while ensuring high standards of customer service. The role requires excellent communication skills and the ability to resolve incidents efficiently. Join us and be part of a dynamic team driving digital transformation for our clients.

Benefits

25 days annual paid leave

Wellbeing programs

Private medical and dental care

Pension contributions up to 10%

Flex benefits program

Courses and certifications opportunities

Qualifications

• Experience in customer-facing roles and IT.
• Understanding of Service Level Agreements.
• Must obtain SC security clearance.

Responsibilities

• Provide a single point of contact for customer incidents.
• Manage individual queues to meet SLA targets.
• Document issues clearly and concisely.

Skills

Customer Service

Problem Solving

Attention to Detail

Communication

Flexibility

Education

IT Certification

Tools

Windows Operating Systems

Microsoft Office

Job description

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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

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

Your job in a nutshell:

The Service Desk team works with Partner teams to deliver IT services for approximately 14,000 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 expected 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.

What will you be doing:

• Communication: Demonstrates clear and concise written, oral, and listening skills to identify any Customer knowledge gaps
• Problem Solving and Decision Making: Demonstrates handling of the majority of issues/problem customer concerns and suggests resolutions with minimum prompting from 2LS / Team Leader.
• Flexibility: Shows evidence of being able to adapt to new situations outside of assigned team.
• Attitude: Demonstrates drive and determination in coping with difficult situations.
• Self Management: Demonstrates good timekeeping, professional appearance, and time management.
• Customer Service: Demonstrates 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 used by the Service Desk.
• Telephony: Manages call durations, wrap-up times, and contacts per analyst per day (CPAPD) at or better than target. Has awareness of impact and is proactive in seeking improvement.
• Queue Management: Manages individual queues to given targets with zero intervention from Team Leader. Maintains ticket logs timely and efficiently (in line with SLA’s). Reviews all tickets in 1LS queues supporting set KPI’s and handles aged tickets to closure. Works to prevent SLA breaches on tickets.

Requirements:

• Experience in a customer-facing role and in IT
• IT Certification is a plus
• Knowledge of Windows Operating Systems (Windows 10)
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Access)
• Understanding of Service Level Agreements
• Proficient English language skills
• Problem-solving skills: able to identify problem details through rational processes and ensure successful resolution
• Attention to detail: able to document issues clearly and concisely
• Must undergo and successfully obtain Disclosure Scotland and SC security clearance

Rewards and benefits:

In addition to joining a phenomenal team, you can expect a range of benefits including:

• 25 days annual paid leave
• Wellbeing programs & work-life balance initiatives
• 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 encourage applications from all applicants, especially those who are differently abled. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed to making reasonable adjustments during the application and assessment process. Please contact us via our dedicated mailbox - [e-mail] if you wish to discuss this further.

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

Learn more about us
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients. We strive to create a supportive and encouraging culture. Read more about our commitment here.

Our work includes fighting climate change, promoting digital inclusion, and ensuring trust in data management – tech for good is at the core of our identity. With numerous recognitions for our ESG practices, we are committed to building a better future through technology. Learn more here.