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Service Delivery Supporter

Atos SE

Service Delivery Supporter

Salary Not Specified

Atos SE, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 3 weeks ago, 23 Aug | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 3b64a2581b2a47e19964f6e36ea2877f

Full Job Description

  • Answering a high number of calls from business's (including the Ministry of Justice Departments, Health Accounts, Metropolitan Police Service, Britvic and Government Insolvency Service)

  • Assessing the issue with caller to identify the problem and decide best course of action (troubleshoot over the phone or refer to 2nd Line Support)

  • Providing advice and guidance to callers where an issue is not relevant to IT support

  • Delivering a high level of customer support to all users at all levels of seniority

  • Creating a call logs to record details of resolution or further action needed

  • To strive to meet quality objectives always- e.g. Average time on Call, First Time Fix Rate, providing correct and up to date information

    Customer service first- Atos call handlers are dedicated to delivering an excellent level of service to all users. This isn't a position where you read from a script, you will need to act on initiative whilst being polite, professional and friendly at all times.

  • Keep a cool head- during peak times you will be taking a lot of calls. We are looking for candidates who can stay calm under pressure, work quickly and efficiently, and communicate well with their team to get the job done.

  • Right on time- Our service relies on having all the team in and ready to help when the calls start coming in. We ask that all agents arrive in good time for their shift so you can log-in and be ready to take a call at the beginning of your day.


  • Keep it professional - We take pride in having a friendly and welcoming workplace, so everyone feels comfortable. We ask our team to refrain from swearing, inappropriate conversation, and to dress in business dress Mon-Thurs

  • Eye on the prize - all members of the team are expected to contribute to the success of the desk. You will have regular feedback on your call quality, accuracy of written work, and targets as to calls per day and handling time. We are looking for candidates who are motivated by targets and have a genuine desire to deliver excellent results. Initiative to work alone and take responsibility for work, whilst working within a wider team

  • Working hours- to meet the demands of the Atos customers, we work to a shift pattern. All agents will need to be flexible to start work as early as 6am, and finish as late as 10pm on a rota basis. We cannot offer a set shift pattern, or avoid certain shift times to accommodate public transport, so please check that the hours suit you. Ability to learn various processes and maintain accuracy always

  • Previous experience of successfully working to targets & deadlines

    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, 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.

    Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management - tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more here

  • 25 days annual paid leave;

  • Wellbeing programs & work-life balance - integration and passion sharing events;

  • Private medical and dental care;

  • Pension contributions up to 10%;

  • Courses and certifications opportunities;

  • Conferences and Expert Communities;

  • Charity and eco initiatives.

  • Employee Assistance Programme & Able Futures for help and advice on health, wellbeing, and finance issues;

  • Company wide recognition scheme (Star Awards) where big prizes can be won;

  • Dress down day every Friday;

  • Break and kitchen facilities, with tea, coffee and juice provided