Global Service Desk Agent with German

Job description

Atos is a global leader in digital transformation with 120,000 employees in 73 countries and annual revenue of € 13 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 through its Digital Transformation Factory, as well as transactional services through Worldline, the European leader in the payment industry. With its cutting-edge technologies and industry knowledge, Atos supports the digital transformation of its clients across all business sectors. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, Unify and Worldline. Atos is listed on the CAC40 Paris stock index.

 

For our Shared Service Center we are looking for a Service Desk Agent.

Perform day-to-day IT support activities for the global IT department at Atos. You will receive incidents and service requests from customers, partners, employees and internal stakeholders. You will be responsible for the correct and timely analysis, processing, resolving and routing of the tickets and cases resulting from the incoming requests. You will follow existing guidelines, use case descriptions and processes as well as work together with internal peers and external suppliers.

Principal Responsibilities:

Perform day-to-day IT support activities for the global IT department at Atos. You will receive incidents and service requests from customers, partners, employees and internal stakeholders. You will be responsible for the correct and timely analysis, processing, resolving and routing of the tickets and cases resulting from the incoming requests. You will follow existing guidelines, use case descriptions and processes as well as work together with internal peers and external suppliers.

More specific this may include:

 

·  Receiving customer and Atos internal requests and issues related to IT services at the 1st support level via various mediums (phone, portal, e-mail, ...)
·  Reading and/or listening to problem descriptions, information needs and support requests, while showing customer understanding and empathy as well as safeguarding the Atos business interests and limiting its liabilities and risks.
·  Properly documenting all necessary information in the IT management ticketing system.
·  Interpreting and analyzing the available information for determining the course of action to resolve the incident or fulfill the request.
·  Creating, following-up and updating tickets in the ticket handling and workflow tool and assigning the correct priorities and categories.
·  Guiding the requestors to the appropriate online self-help instruments where-ever relevant.
·  Solving the level 1 category tickets within agreed service level agreements or routing the sufficiently documented tickets to the appropriate level 2 and level 3 teams.
·  Providing feedback, status and resolution information to the requestor and to the relevant stakeholders by using the appropriate tools (such as workflow and ticket documentation and MS office tools)
·  Ensuring compliance with company policies
·  Escalating to respective people / departments for clarification of the requests if required
·  Ensuring a high level of customer satisfaction through professional communication with user
·  Any additional or ad-hock tasks as requested by direct supervisor or functional manager

 

Job requirements:

* Qualification: BS/BA or advanced (University) degree in Information Technology; may be substituted for working experience in the function (i.e. internship) where applicable
* Work Experience required: 0-2 years experience in relevant field required, successful working experience in terms of Internship is a plus
* Language Skills: English – C1 (it is required that all main responsibilities and internal and external communication will be conducted in English language). Language School Certification is a plus.
German - B2.

 Personal Skills:

- Intercultural awareness and strong analytical, verbal, and written communication skills
- Passion for and ability to understand customer needs and deliver great solutions
- Ability to deal with complex information & critical and analytical thinking
- Excellent and demonstrated problem solving skills
- Quality oriented and well organized
- Team player
- Proactive and anticipative

Technical Skills : Good knowledge of CRM tools like OTRS and Microsoft Office Suite of tools.

What we offer:

• Excellent remuneration package;
• Nicely designed office in the heart of the city next to a metro stop and friendly company culture;
• Excellent opportunity to deploy your competences and experience;
• Great social benefits (additional health care, extra non-working days, home office, sports card, yoga in the office…);
• Long-term career opportunity.

If you recognize the opportunity to develop professionally in a multinational company working with skillful co-workers to share experience with, do not hesitate to apply with a CV in English.
All applications will be treated in strict confidentiality. Only short-listed candidates will be contacted.
By applying for our vacancies, it is considered that you give your explicit consent your personal data to be processed, used and kept for the purposes of the recruitment at Atos.

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.