1st Line Service Desk Support

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

Job summary

Atos SE is seeking a First Line Support Analyst to join their Service Desk team in London. The role involves providing IT support to approximately 14,000 users, managing incidents, and ensuring excellent customer service. Ideal candidates will have experience in IT and customer-facing roles, with strong communication and problem-solving skills. Benefits include 25 days of annual leave, private medical care, and opportunities for professional development.

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 Community Engagements

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 inquiries.
• Manage individual queues to meet targets and maintain SLAs.
• Demonstrate clear communication and problem-solving skills.

Skills

Customer Service

Problem-solving

Attention to detail

Communication

Education

IT Certification

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 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 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 the majority of issues/problem customer concerns and suggests resolutions with minimal prompting from 2LS / Team Leader.
• Flexibility: Shows evidence of being able to adapt to new situations outside of the 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 Average Handle Time (AHT) & Contacts per Analyst per Day (CPAPD) at or better than target: Manages call durations, wrap-up times, and CPAPD conforming with the team 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 tickets in a timely and efficient manner (in line with SLAs). Reviews all tickets in 1LS queues supporting set KPIs 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 exact details of a problem through rational processes and take steps for successful resolution.
• Attention to detail: able to document issues clearly and concisely.
• Must undergo and successfully obtain Disclosure Scotland and SC security clearance to undertake this position.

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 Community Engagements
• Charity and eco initiatives

As a Disability Confident employer, we encourage applications from all applicants, especially those who are differently abled. We aim to offer interviews to those who meet the minimum criteria for this position. We are committed to making reasonable adjustments to the application and assessment process. For discussions, contact us at [e-mail].

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

Learn more about us
At Atos, we embrace diversity as a key driver of innovation and strive to create a supportive culture. Read more about our commitment here.

We are dedicated to fighting climate change, promoting digital inclusion, and ensuring trust in data management—core aspects of our 'tech for good' philosophy. Recognized globally for ESG practices, we are committed to building a better future through technology. Learn more here.