Service Desk Agent - Contractor

Atos SE; Dublin; On-site; EUR 28,000 - 36,000; Full time

Job summary

Atos SE in Ireland is seeking a Service Desk Agent for a 12-month fixed-term contract. You will provide remote IT assistance to end users in Ireland, troubleshoot hardware and software issues, and help manage requests while maintaining strong SLA compliance.

Fully on-site role based at Atos office in Dundrum, Dublin. Ideal candidates have 6+ months IT contact centre or customer service experience, with Windows 10/11 knowledge and relevant IT certifications.

Qualifications

• Fluent English sufficient for day-to-day customer interaction via phone, email and chat (as needed).
• Ability to grasp underlying issues in complex problems and adapt to changing circumstances.
• Willingness to learn and apply IT best practices to service delivery.

Responsibilities

• Provide remote IT assistance and support to end users.
• Troubleshoot and repair local hardware and software issues.
• Manage authorization and supply of key hardware/software requests.
• Administer solutions to meet customer needs.
• Identify and communicate major incidents to key stakeholders.
• Create and maintain technical and problem/resolution documentation.

Skills

Fluent English

Conceptual thinking

Flexibility

Creativity

Follow-up & monitoring

Motivation

Enthusiasm

Tools

Windows 10/11

MD100 / MS900 / CompTIA A+

Job description

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Atos Group is a global leader in digital transformation with c. 52,000 employees and annual revenue of c. € 10 billion, operating in 54 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 decarbonized 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 purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of 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.

The opportunity

Atos is a global leader in managed services, delivering hybrid cloud infrastructure, workplace experience, and technology solutions to clients worldwide. We are a 48,000 strong worldwide team with a clear ambition: to apply digital technology to advance what matters for our clients and society at large in 69 countries. With our passionate experts and world-class partners, we design digital solutions from every day to the mission critical.

By bringing together expertise, confidence, enthusiasm and a collaborative spirit that includes a diverse range of perspectives, we can create something far greater than the sum of its parts. At Atos, we believe that this is the right approach for the future. It is remarkably powerful. It is capable of creating real change in the world.

The role

The Service Desk Agent provides technical support and assistance to end users of IT services provided by the company. As a Service Desk Agent, you will remotely troubleshoot and repair local hardware and software issues for Customers in Ireland.

The role is a fixed-term one for a period of 12 months.

Key responsibilities:

• Provide remote IT assistance and support to end users:
• Troubleshoot and repair local hardware and software issues
• Manage authorization and supply of key hardware and software requests
• Administer solutions to meet customer needs
• Identify and communicate major incidents to key stakeholders
• Create and maintain technical and problem/resolution documentation

Skills we can’t do without:

• Fluent English Language Skills: Able to communicate with customers on a day-to-day basis via telephone, email & chat services. Able to quickly build rapport with customers, colleagues and management
• Conceptual Thinking: Can quickly grasp the underlying issues in complex problems or situations.
• Flexibility: Takes account of new information or changed circumstances and modifies their approach accordingly.
• Creativity: Takes innovative approaches to problem solving and devises inventive and creative solutions.
• Follow-up and Monitoring: Checks progress against targets, reporting as necessary and taking action to resolve exceptions.
• High level of motivation and focus on daily tasks
• Enthusiasm to seek out opportunities within the business

This position does not require any specific qualifications. However, we look out for applicants who can show any of the below:

• Working knowledge of Windows 10 and 11
• 6+ months previous IT contact center or customer service experience. Otherwise, has worked in a target driven environment where incidents must be managed within specific SLA's
• Relevant IT Certification or equivalent (e.g. MD100, MS900, CompTIA A+)

Work location:

Fully on-site position - Atos office, Dundrum, Dublin, Ireland

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. 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 and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver-friendly employer.