1st Line Support Engineer

Aberdeen - UK

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

About Atos

Atos is a global leader in digital transformation with c. 78000 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. A pioneer in decarbonization services and products Atos is committed to a secure and decarbonized digital for its clients. 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.

*This position isbased in Westlakes Science ParkCumbriaand requires aSC clearance meaning5 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 14000 users across multiple locations throughout the UK!

The First Line Support Analysts 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 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:Demonstratehandling majority of issues/problem customer concerns and suggest resolutions with minimum 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 evidence of 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 consistently 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. They have an awareness of impact and is proactive in seeking improvement.
Queue Management:Manage individual queues to given targets with zero intervention from Team Leader.
Ticket logs are maintained in a timely and efficient manner (in line with SLAs)
Constantly review all tickets in 1LS queues (supporting set KPIs) and handle aged tickets to closure
Working to aid avoidance of SLA breach 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 of applications (i.e. Word Excel PowerPoint Outlook Access)
Understanding of Service Level Agreements
Proficient English Language skills
Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution.
Attention to detail able to document the details of issues clearly in a concise understandable manner
You will be required to undergo and successfully gain a Disclosure Scotland and SC security clearance check to undertake this position.

We Care About Our Employees Happiness By providing:

25 days of Annual leave an option to purchase more through our Flexible Benefits.
Flex benefits system exciting opportunity to choose your own benefits.
Retail discounts.
Pension - matching contribution up to 10%.
Private Medical Scheme.
Life Assurance.
Opportunities to learn in 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 and willing to making reasonable adjustments to the application and assessment process to accommodate your are a care leaver friendly employer.

If you require additional support with your application please contact our RecruiterMihaela Perelighin on LinkedInor send an email to our dedicated mailbox-

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.

About AtosAtos is a global leader in digital transformation with c. 78000 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. A pioneer in decarb...