1st Line Service Desk Support

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

Job summary

A leading company is seeking a 1st Line Service Desk Support professional to join their team in London. The role involves providing IT support for approximately 14,000 users, handling incidents, and ensuring excellent customer service. Candidates should have experience in IT and customer-facing roles, with knowledge of Windows OS and Microsoft Office applications. The position offers a competitive salary and a range of benefits, including annual leave and wellbeing programs.

Benefits

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

Qualifications

• Experience in a customer-facing role and in IT.
• Knowledge of Windows Operating Systems (Windows 10).
• Proficient English language skills.

Responsibilities

• Provide a single point of contact for customer incidents and enquiries.
• Manage individual queues to meet targets with zero intervention from Team Leader.
• Maintain tickets in a timely and efficient manner in line with SLAs.

Skills

Problem-solving

Attention to detail

Customer service

Communication

Education

IT Certification

Tools

Microsoft Office

Windows Operating Systems

Job description

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This position is based in Westlakes Science Park, Cumbria, and requires SC clearance, meaning 5 complete years of residency in the UK up to the 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 is also 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

• Demonstrate clear and concise written, oral, and listening skills to identify any Customer knowledge gaps.
• Handle the majority of issues/problem customer concerns and suggest resolutions with minimal prompting from 2LS / Team Leader.
• Show flexibility to adapt to new situations outside of the assigned team.
• Demonstrate drive and determination in coping with difficult situations.
• Maintain good timekeeping, professional appearance, and effective time management.
• Be aware of customer and business needs, and describe technical details to non-technical customers in simple plain English.
• Quickly learn and use the ticket logging tool and other systems used by the Service Desk.
• Manage call durations, wrap-up times, and contacts per analyst per day (CPAPD) to meet targets, and be proactive in seeking improvements.
• Manage individual queues to meet targets with zero intervention from Team Leader.
• Maintain tickets in a timely and efficient manner in line with SLAs.
• Review all tickets in 1LS queues and handle aged tickets to closure, supporting set KPIs.
• Work 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 in Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Access).
• Understanding of Service Level Agreements.
• Proficient English language skills.
• Strong problem-solving skills to identify issues and ensure successful resolution.
• Attention to detail in documenting 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 fantastic 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 with disabilities. We aim to ensure that those who meet the minimum criteria are offered an interview and are willing to make reasonable adjustments during the process. For further discussion, contact us at [e-mail].

Recruiter Contact

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

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

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology

Industries

• Computer and Network Security
• IT Services and IT Consulting