Incident Coordinator

Job description

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

Skillset and general information:

· Delivery mostly in UK, Service Desk in UK;
· UK business hours 09:00-17:00;
· Existent customer;
· Remote work possible;
· Customer Own toolset;
· Secure laptops;
· Security clearance/data protection process in place for each applicant (ID, criminal record, job certificate).

Main responsibilities:

His/her mission of function is to:

· Perform trending and analysis to understand user behaviour and identify opportunities to shift the channel from voice and email to the end user portal;
· Based on the performance of the Service Desk, escalation to LM UK where evidence exists of a need to review Incident categorisations, deficiencies in Knowledge Management, or training needs within the End User community. All escalations shall include as a minimum the issue, the impact and recommended solution with objective evidence;
· Proactively monitor incidents and reoccurring incident types to prevent major incidents;
· Identify potential problems and raise problem requests for consideration;
· Prioritise incidents with a potential to progress to a major incident;
· Reporting to LM UK with regards to the delivery of lower level incidents;
· Retrospective analysis of Incidents, trends or correlation between Incident activity and other;
· Service Management activity, e.g. correlating Changes and Incidents for lower level incidents.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.