This position is based in Westlakes Science Park, Cumbria and requires a Security Clearance (SC), meaning 5 complete years residency in the UK.
Your job in a nutshell:
The Service Desk team works 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 inquiries, following documented processes to ensure tickets are logged, prioritized, and routed accurately. The 1LS Agent is also 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:
1. Communication: Demonstrates clear and concise written, oral, and listening skills to identify any customer knowledge gaps.
2. Problem Solving and Decision Making: Handles the majority of issues/customer concerns and suggests resolutions with minimal prompting from 2LS / Team Leader.
3. Flexibility: Shows evidence of being able to adapt to new situations outside of the assigned team.
4. Attitude: Demonstrates drive and determination in coping with difficult situations.
5. Self Management: Demonstrates good timekeeping, professional appearance, and time management.
6. Customer Service: Shows awareness of customer and business needs, and can describe technical details to non-technical customers in plain English.
7. Tools: Quickly learns the ticket logging tool and other systems used by the Service Desk.
8. Telephony: Manages call durations, wrap-up times, and contacts per analyst per day (CPAPD) at or better than targets, with proactive improvement efforts.
9. Queue Management: Manages individual queues to meet targets with zero intervention from Team Leader.
10. Ticket Management: Maintains tickets in a timely manner according to SLAs, reviews all tickets regularly, and handles aged tickets to closure.
11. SLA Compliance: Works to prevent SLA breaches on tickets.
Requirements:
* Experience in a customer-facing role and in IT.
* IT Certification is a plus.
* Knowledge of Windows Operating Systems (Windows 10).
* Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Access).
* Understanding of Service Level Agreements.
* Proficient English language skills.
* Problem-solving skills to identify issues and ensure successful resolution.
* Attention to detail and ability to document issues clearly and concisely.
* Must undergo and pass Disclosure Scotland and SC security clearance checks.
Rewards and benefits:
Joining this team offers a range of benefits including:
* 25 days annual paid leave.
* Wellbeing programs and work-life balance initiatives.
* Private medical and dental care.
* Pension contributions up to 10%.
* Flexible benefits program.
* Opportunities for courses and certifications.
* Participation in conferences and communities of expertise.
* Charity and eco initiatives.
As a Disability Confident employer, we encourage applications from all applicants, especially those who are differently abled. We aim to offer interviews to all who meet the minimum criteria and are willing to make reasonable adjustments during the process. For discussions, contact us at UK-Recruitment-Support@atos.net.
Recruiter Contact:
Please contact Viktoria Ivanova directly on LinkedIn: https://www.linkedin.com/in/viktoria-ivanova-801298129/
If you need additional support during the application process, please let us know.
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