SUPPORT ANALYST

Atos SE; Taguig; On-site; PHP 360,000 - 420,000; Full time

Job summary

Atos SE is seeking a 1st Line Support Analyst based in the Philippines. The role involves handling IT issues via voice, email and chat, recording details for escalation, and providing basic support for MS Office, Citrix, VPN and hardware.

The ideal candidate has IT-related education and some service desk exposure. The position requires an amenable attitude to working in-office 5 days a week, with shifting schedules.

Qualifications

• Must be a graduate of any IT related course.
• Very good communication via voice, email and chat.
• Experience with scheduling systems (Tidal, Maestro, Control-M) is a plus.
• Service Desk experience preferred.

Responsibilities

• Handle calls from internal staff via telephone, email, and chat regarding IT issues and questions.
• Gather and record all relevant issue details for escalation to second level support.
• Communicate progress in a timely manner and manage frustrated callers calmly.
• Provide basic assistance with MS Office applications (Word, Excel, Outlook, PowerPoint).
• Provide basic assistance on Citrix sessions, VPN connectivity, and hardware issues.
• Run scheduled and requested jobs on all systems to meet service level commitments.
• Modify/ administer the Enterprise Scheduling System as required.
• Create knowledgebase articles when new information is learned.

Skills

Communication skills

Customer service

Education

IT-related degree

Tools

MS Office

Citrix

VPN

MoveIt

FileZilla

Tidal

Maestro

Control-M

Job description

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Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.

With more than 52,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand.
A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.

Atos Group is a global leader in digital transformation with c. 54,000 employees and annual revenue of c. €7.2 billion, operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.

1st Line Support Analyst

• Amenable to work in the office 5x a week including holidays.
• Amenable to work in a shifting schedule and in office.
• Manage calls from internal staff via telephone, email, chat regarding IT issues and questions and adhere to standard KPIs
• Gather and record all relevant issue details to submit for second level support when needed
• Very good communication skill (Voice, email and chat)
• Communicate progress in a timely manner and manage frustrated callers with calm demeanor
• Provide basic assistance in MS Office applications (Word, Excel, Outlook, PowerPoint)
• Provide basic assistance on Citrix session, VPN connectivity and hardware related issues
• Experience with scheduling (Tidal, Maestro, Control M etc.) applications a plus.
• Experience with FTP/SFTP (MoveIt, Filezilla, etc.) transfer protocols
• MoveIT Admin experience is a plus
• Run scheduled and requested jobs on all systems to meet Service level commitment
• Modify / Administer the Enterprise Scheduling System as required
• Create knowledgebase articles when new information is learned
• Must be a graduate of any IT related course.

Preferably: Service Desk experience at least 1 year.

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.