HELP DESK AGENT I

About Atos

The future is our choice

Atos is a global leader in digital transformation with 82,000 employees in 70 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. 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.

About Job

Responsibilities:

• Receiving incoming incidents and requests, logging them into tickets and resolving them in the appropriate timeframe.
• End user support (user management, mobile device support, laptop support, enterprise application support, software support)
• Hardware installation, transportation, addition, modification, replacement, and de-installation activities.
• Hardware Failure/Repair and Warranty periods.
• Liaise with Local/Global IT Teams as required to resolve failures, keeping the customer fully informed of next steps.
• Resolve IT issues when appropriate and in accordance with Help Desk policy.
• Manage relationships with third party vendors and follow up on requests submitted to these third parties.
• Coordinate referrals to appropriate technical, professional, or service personnel.
• Receive and prioritize issues and escalate using appropriate escalation procedures.
• Provide functional or task leadership.
• Coordinates special projects and system upgrades.
• Informs customers and/or management on the status of resolution efforts.
• Recommends system or process improvements, including procedures, training and improved documentation.
• To follow up on Hardware Lifecycle Management (Asset Management).
• Comply with physical and logical security requirements and report deficiencies.
• All other duties as assigned.

Qualifications:

• Excellent English communication skills,
• Vocational Diploma/Short Course Certificate, bachelor’s degree/University Degree in any field,
• At least 1 year experience,
• Strong analytical and problem-solving skills,
• Team-oriented with the ability to learn and act independently,
• Adaptable to established standards of practices,
• Excellent communication skills, both verbal and written,
• Excellent customer service skills, keeping the “Customer First” in all activities and communications,
• Eagerness to work in a global and multi-cultural, international team,
• A passion to implement, secure, maintain, and automate complex systems,
• Ability to think quickly and respond when things do not go as planned,
• Candidates with Enterprise/Network Operations Center, IT Service/Help Desk, etc. experience will be preferred.

What We Offer

• GPTW Certified Company
• Work from home most of the time as our customers are located all around the world
• Competitive Compensations And Benefits
• Flexible Benefit Program
• Private Health Insurance
• Life Insurance
• Performance Bonus
• Accolade Bonus
• Referral Bonus
• Transportation Allowance
• Meal Allowance
• Kindergarten Allowance
• Buddy Program
• Flexible working hours at Atos or home office
• Company SIM Card
• Days of annual leave above the legal minimum
• Atos University Access – Professional and personal development through continuous education and certification
• Wellbeing Days
• Friendly Working Environment
• BYOD - Bring Your Own Mobile Device Campaign

Here at Atos, we want all 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 our employees have an equal opportunity to contribute and feel that they are exactly where they belong.