Help Desk Agent I

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

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.

IT Service Desk Agent Level 1

Summary of Tasks

• Accept inbound requests via phone, chat, email and ticket queues
• Record and process incidents and service requests according to process specifications
• Communicate with users to understand issues and provide solutions
• Document and resolve incidents according to process specifications
• Forward incidents which cannot be resolved to downstream support groups according to process specifications
• Initiate escalations according to process specifications
• Work collaboratively supporting team via Skype/Lync
• Assist with training and supporting fellow agents
• Average expected time on task between 4 to 12 minutes
• Expected resolution rate between 50% - 80%

Summary of Responsibilities

Experience & Skills:

• Basic understanding of computer technology and IT support
• Experience in customer service ideally gained in a customer facing environment
• English proficiency in both verbal & written form
• Must be culturally sensitive; appreciate cultural differences
• A+, Network +, HDI and/or Microsoft certifications a plus
• ITIL v3 a plus

Basic knowledge of computer technology:

• Windows Client
• Microsoft Outlook
• Microsoft Office (Word, Excel, PowerPoint)
• Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
• PC hardware
• Basic understanding of networks

Knowledge of the following a plus:

• Windows Active Directory and domain concept
• Enterprise mobile device knowledge
• Fixed network telephones and VoIP telephone support

Soft Skills Profile:

• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
• Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
• Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management
• Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
• Ability to work well under pressure, set priorities and comfortable making quick decisions

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.