Service Desk Trainer

Atos SE; Birmingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global technology company based in the UK is seeking a Service Desk Trainer to support its Level 1 Support Service Desk team. This role focuses on ensuring outstanding service levels through the design, implementation, and management of training programs. Candidates should possess excellent communication skills, MS Office proficiency, and a strong understanding of training best practices. Development opportunities and benefits include annual leave and medical scheme membership. Join us to enhance your skills in a dynamic environment.

Benefits

25 days annual paid leave

Private medical scheme membership

Pension contributions up to 10%

Flex benefits programme

Course and certification opportunities

Qualifications

• Demonstrable skills in MS Office applications.
• Excellent communication and interpersonal skills.
• Knowledge of training and development best practices.
• Ability to work under pressure and take initiative.

Responsibilities

• Provide effective training solutions and support.
• Identify training and development needs.
• Deliver induction and customer service training.
• Coordinate travel for training as required.

Skills

MS Office skills

Excellent communication

Training and development knowledge

Leadership experience

Problem-solving skills

Team player

Customer relationship management

Flexibility

Creativity

Job description

About Atos

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 decarbonised 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 Opportunity

Atos is investing in a new UK‑based Level 1 Support Service Desk team and is looking to appoint a Service Desk Trainer to ensure outstanding service levels and continuous development of our people. The role will support the growth of our centralised delivery and provide opportunities for your own development.

Our Support Services

The UK Service Desks deliver high‑quality First‑line, Second‑line and Third‑line support services to clients using refined processes, tools and techniques. The Service Desk Trainer focuses on the design, implementation, measurement and management of the Service Desk Training, utilising tools effectively to meet business requirements and SLAs.

Key Responsibilities

• Fully support all aspects of UKSD training and associated materials, offering effective solutions to issues raised and proactively seeking alternate resolutions to meet customer requirements.
• Anticipate and identify training and development needs within areas of responsibility.
• Respond to ad‑hoc training requests and validate training, signing off competence.
• Manage the effectiveness of training and develop bespoke interventions based on individual, team and operational needs.
• Support business‑related projects and deliver induction, technical, product and customer‑service training programmes.
• Analyse UKSD training requirements, book courses and schedule training sessions.
• Evaluate training outcomes and contribute to service improvements within the operation.
• Co‑ordinate occasional UK‑wide travel to client locations as required.

Skills and Competencies

• Demonstrable skills in MS Office (Word, Excel, PowerPoint, Access).
• Excellent communication, listening and interpersonal skills.
• Knowledge of training and development best practice and recognised external benchmarks.
• Demonstrable leadership experience and group dynamic skills.
• Previous experience supporting the development of apprentices.
• Excellent research and problem‑solving skills.
• Ability to work under pressure and take initiative.
• Methodical and disciplined approach to prioritise work effectively.
• Team player with drive for excellence and self‑motivation.
• Ability to develop close working relationships with customers, understanding their business processes and operating environments.
• Ability to contribute to the definition and structuring of projects.
• Good understanding of the technical structure of the Service Desk and tools used.

Mandatory Behavioural Competencies

Client Focus (Peeling the Onion)

Commit to building excellent, long‑term relationships with customers, based on a full understanding of their needs and dedication to meeting expectations.

• Knowing customer needs.
• Commitment to customer needs.
• Building customer relationships.
• Creating customer value.
• Acting in the best interest of the customer.
• Identifying the customer's actual needs and being dedicated to satisfying them.
• Taking every customer complaint seriously and acting appropriately.
• Initiative in sourcing relevant information on trends and best‑in‑class practices.

Team Work (Two and Two together)

Working together by involving others in goals and plans, sharing knowledge, and fostering collaboration.

• Facilitating teamwork.
• Being a team player.
• Creating successful teams.
• Effective communication and cooperation.
• Active interest in all team members’ viewpoints.
• Sharing relevant information.
• Prioritising common goals over personal goals.
• Cooperating with customers and internal team members.

Flexibility (Dare to be Different)

• Being flexible.
• Managing change.
• Openness to new ideas and solutions.
• Working effectively in uncertain or ambiguous situations.
• Seamlessly shifting focus between tasks.
• Responding quickly to changing priorities.

Creativity (Yes if, not no because)

• Identifying solutions.
• Examining underlying causes of problems.
• Exploring a full range of potential solutions.
• Separating high‑priority issues from side issues.
• Weighing advantages and disadvantages of alternative solutions.
• Maintaining an open mind toward new ideas and problem‑solving approaches.

Training and Development

• Atos Induction – mandatory training courses.
• Atos University courses relevant to UKSD.
• Security Awareness.
• Health, Safety & Environment training (Screen Display Equipment, Environmental Awareness, Fire Safety, Office Safety, Working from Home).
• Potential to undertake ITIL and other professional qualifications.

Rewards and Benefits

• 25 days annual paid leave.
• Private medical scheme membership.
• Pension contributions up to 10 %.
• Flex benefits programme.
• Course and certification opportunities.

Diversity, Equity & Inclusion

Atos is committed to a fair work environment for all. We encourage applications from all applicants, particularly differently abled candidates, and will make reasonable adjustments to the application 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 email UK‑Recruitment‑[e-mail].