1st Line Support Analyst

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Autonomy, Responsibility and Authority

Work under direction. Has responsibility for work performed and decisions taken.

Influence: Provides support, advice and guidance to customers contacting the UK Service Desk.

Knowledge and Scope of Expertise: Performs work which requires the application of Service Desk Knowledge, delivery first contact resolution wherever possible.

Essential Skills: Takes a structured and effective approach to own work and demonstrates technical expertise and exceptionally good customer service skills.

Learning and Development: Takes initiative to keep skills up to date and maintain awareness of developments in the Service Desk knowledge base

Your Job in a nutshell:

The UK Service Desks are responsible for the delivery of high quality First line and Second line support services to our clients, using refined processes, tools and techniques.

The 1st Line Support Analyst focuses on supporting the customer in a professional and courteous manner, utilizing tools and knowledge effectively to provide exceptional customer service and assist in achieving all associated Service Desk SLA's.

This role requires Minimum BPSS clearance with the ability to attain SC and is based on a Crewe Oak House with working hours of 365-day shift rotation including weekends and bank holidays. 12 hour shifts - 7am-7pm on rotation (4 days off, 5 days on, 5 days off, 4 days on, 5 days off, 5 days on etc.)

Please note that we have an onsite bonus for this role seperately.

What will you be doing:

The UKSD 1ST Line Support Analyst is responsible for:

• Provide resolution to customer issues within a timely manner and to demonstrate technical expertise and exceptionally good customer service


• Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.


• Follow procedures to ensure all calls/emails/chats are correctly and accurately logged in the Service Desk ticketing tool


• Escalate unresolved issues to support leads, designated service group or client help desk.


• Manage administration tasks within the team


• Identify common and large scales issues and alert Incident Management & Team Leader to these


• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements


• Assist with the coaching and development of new staff, Knowing customer needs


• Commitment to customer needs


• Building customer relationships.


• Creating Customer value


• Acts in the best interest of the customer


• Identifies the customer's actual needs and is dedicated to satisfying those needs


• Takes every customer complaint, problem or desire seriously and attempts to take appropriate action


• Takes initiative to source relevant information regarding trends and 'best-in-class' practices


Teamwork:

Working together by involving others in goals and plans, sharing knowledge, taking a positive role in teambuilding and seeking opportunities for cross functional working and collaboration


• 
  + Facilitating teamwork
  + Being a team player
  + Creating successful teams
  + Contributes to effective communication and cooperation in a fixed and stable team
  + Demonstrates an active interest in the viewpoints of all team members
  + Shares relevant information with team members
  + Considers the interest of the group, placing the common goal above own goal
  + Cooperates effectively with both customers and internal team members
  
  Flexibility:
  
  Adopt a flexible approach. Revising plans and decisions in the light of new information and changing circumstances, dealing positively with organizational change.
  
  
• 
  + Being flexible
  + Managing change
  + Openness to new ideas and solutions
  + Works effectively in situations which are uncertain or ambiguous
  + Can easily change focus from one task to another within own area of responsibility
  + Responds quickly to changing priorities within own area of responsibility
  
  Creativity:
  
  Identify effective solutions through selecting the best combination of existing practices and innovative approaches or ideas.
  
  
• 
  + Innovating and developing
  + Identifying solutions
  + Attempts to identify the underlying causes of problems
  + Attempts to identify the full range of potential solutions
  + Ability to separate high priority issues from side-issues
  + Ability to weigh up the advantages and disadvantages of alternative solutions
  + Has an open mind towards new ideas and new ways of problem solving
  
  Trainings and development:
  
  
• 
  + Atos Induction - via the UK Induction Portal and
  + Atos University which has a wide range of courses and learning possibilities relevant to the UKSD
  + Security Awareness
  + Health, Safety & Environment training (Display Screen Equipment, Environmental Awareness, Fire Safety, Office Safety)
  + Potential to undertake ITIL and other professional qualifications
  
  
• Demonstrable skills in MS Office (Word, Excel, PowerPoint and Access)


• Excellent communication, listening and interpersonal skills


• Experience in dealing with a wide variety of customers and being able to stay professional in challenging situations.


• To be able to build a quick rapport with customers on the phone and face to face and collect all required information in a timely manner.


• Display the highest Quality standards and continually strive to deliver customer excellence.


• Methodical and disciplined approach to work, with an ability to organise and prioritize work effectively and work under pressure unsupervised


• Self-motivation team player with the drive for excellence


Skills:

Client Focus

Commit to building excellent, long-term relationships with customers, based on a full understanding of their needs and dedication to meeting expectations.

We are a team of passionate experts with a clear ambition: applying digital technology to advance what matters for our clients and society., At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment here.

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