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Who we are.
We are a team of passionate experts with a clear ambition: applying digital technology to advance what matters for our clients and society.
Together we create reliable and responsive digital foundations for the world’s businesses, institutions, and communities.
Learn more on Advancing what matters
Role Overview:
This role is office based, located in Westlakes, Cumbria, servicing a client from within the Nuclear Industry who has outsourced their IT.
The Service Desk team collaborates with Partner teams to deliver IT services for approximately 14,000 users across multiple UK locations under this Managed Services contract.
The First Line Support Analyst provides a single point of contact for customer incidents and inquiries, following documented processes to log, prioritize, and route tickets correctly. The agent is also expected to resolve incidents promptly to meet the First Time Fix SLA, using Knowledge Articles.
This environment is fast-paced and challenging.
Responsibilities:
* Team Working: Strives to integrate into the team and positively contributes to objectives and morale. Willing to collaborate across teams.
* Communication: Demonstrates clear, concise written and oral communication skills, capable of explaining technical issues in simple terms to customers.
* Problem Solving and Decision Making: Handles most issues/escalations independently and suggests resolutions with minimal prompting.
* Flexibility: Adapts to new situations outside of the assigned team.
* Attitude: Shows drive and determination in difficult situations.
* Self Management: Maintains good timekeeping, professional appearance, and time management.
* Customer Service: Understands customer and business needs.
* Call/contact and Ticket Quality: Consistently meets quality standards.
* Tools: Quickly learns and efficiently uses ticket logging tools and other systems.
* Telephony AHT & CPAPD: Manages call durations, wrap-up times, and contacts per analyst per day to target, proactively seeking improvements.
* Queue Management: Manages individual queues to targets with minimal supervision, maintaining tickets in line with SLA and preventing breaches, and closing aged tickets.
Requirements:
* Previous experience in customer service environments.
* Understanding and experience with Windows OS (Windows 11), Microsoft Office suite.
* Fluent English communication skills, able to explain technical details simply.
* Willingness to learn other roles and contracts for leveraged working.
* Strong problem-solving skills, detail-oriented, able to document issues clearly.
Additional Requirements:
* Must undergo and pass Disclosure Scotland and SC security clearance checks.
* Experience in contact centres, IT, understanding of SLAs, and IT certifications is preferred.
Work Location:
In line with our commitment as a Disability Confident employer, we encourage applications from all, especially differently-abled applicants. We aim to offer interviews to all meeting minimum criteria and are willing to make reasonable adjustments. Contact us at UK-Recruitment-Support@atos.net for support with the process.
Learn more about us
At Atos, we embrace diversity as a driver of innovation and strive to create a supportive culture. We are committed to ESG practices and building a better future through technology. Learn more here.
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