1st Line Support Engineer

Atos; Ivybridge; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global leader in digital transformation is seeking a First Line Support Analyst in Ivybridge. This role involves managing customer incidents and ensuring efficient ticket resolution. Ideal candidates have customer-facing experience, IT certification, and proficiency in Windows and Microsoft Office. The position offers numerous benefits including 25 days of leave and a flexible benefits system.

Benefits

25 days of annual leave

Pension matching up to 10%

Private Medical Scheme

Qualifications

• Experience in a customer-facing role and in IT.
• Understanding of Service Level Agreements.
• Disclosure Scotland and SC security clearance check required.

Responsibilities

• Provide a single point of contact for customer incidents and enquiries.
• Manage individual queues to targets with minimal supervision.
• Handle aged tickets to closure, supporting set KPIs.

Skills

Customer-facing experience

Problem solving

Attention to detail

Proficient English

Education

IT Certification (preferred)

Tools

Windows Operating Systems (Windows 10)

Microsoft Office suite

Job description

Overview

About Atos: Atos is a global leader in digital transformation with c. 78,000 employees and annual revenue of c. € 10 billion. European number one in cybersecurity, cloud and high-performance computing. The Group provides tailored end-to-end solutions for all industries in 68 countries. 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, support the development of knowledge, education and research in a multicultural approach, and contribute to 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.

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

Your job in a nutshell

The Service Desk team work 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, prioritized 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 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: Demonstrate handling the majority of issues/problem customer concerns and suggest resolutions with minimum prompting from 2LS / Team Leader.
• Flexibility: 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: Describes technical details to non-technical customers in plain English with awareness of customer and business needs.
• Tools: Quickly pick up the ticket logging tool and other systems used by the Service Desk.
• Telephony AHT & CPAPD: Manage call durations, wrap up times and CPAPD toward targets with awareness of impact and proactive improvements.
• Queue Management: Manage individual queues to targets with minimal supervision.
• Ticket logs are maintained in a timely and efficient manner (in line with SLAs).
• Constantly review all tickets in 1LS queues and handle aged tickets to closure, supporting set KPIs.
• Work to avoid SLA breaches on tickets.

Requirements

• Experience in a customer-facing role and in IT.
• IT Certification is a plus.
• Windows Operating Systems (Windows 10).
• Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Access).
• Understanding of Service Level Agreements.
• Proficient English language skills.
• Problem solving: identify exact problem details and take steps to ensure resolution.
• Attention to detail and ability to document issues clearly and concisely.
• Disclosure Scotland and SC security clearance check required to undertake this position.

Benefits and support

• 25 days of annual leave + option to purchase more through Flexible Benefits.
• Flex Benefits system to choose your own benefits.
• Retail discounts.
• Pension – employer contribution matching up to 10%.
• Private Medical Scheme.
• Life Assurance.
• Opportunities to learn on Atos Training platforms.

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 to making reasonable adjustments to the application and assessment process to accommodate your needs. We are a care leaver friendly employer.

If you require additional support with your application, please contact our Recruiter Mihaela Perelighin on LinkedIn or send an email to our dedicated mailbox – [e-mail].

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.