SUPPORT ANALYST

Job description

The future is our choice
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

 

 

Service Desk Analyst

The Service Desk provides a single point of contact for all IT problems and enquiries. Service Desk takes responsibility of the total end to end management of all calls (from the initial contact, until the call is closed) and provides End-to End Tier 1 Incident Management support for all Desktop related problems and queries. The Service Desk Analysts are IT-skilled and provide complex technical advice to customers on queries and requests related to all aspects of the desktop area and to ensure that this support meets the established Service Level Agreements and quality standards.  

 

 

Skill set & Experience  

 

General  

·  Experience of working in a large customer focused environment; 
·  At least 1 year’s experience in a customer service industry, preferably IT based; 
·  At least 2 years experience of working in a helpdesk/customer handling environment; 
·  Fresh graduates with IT knowledge is welcome to apply. 
·  Previous working experience in a multinational Service Desk/Helpdesk environment for 1 to 2  years is an definite added advantage 
·  Good interpersonal skills and customer interface skills – both on the phone and in person with 
·  customers and colleagues 
·  Good written and verbal communication skills – in particular verbal and telephone enquiry handling skills in business fluent English 
·  Excellent listening skill 
·  Good analytical skills and an ability to define the precise nature of customer problems; 
·  Ability to conceptualize problems 
·  Ability to give specific and clear instructions and problem-solving advice 
·  Ability to organize and prioritize work in an effective manner 
·  Ability to work under pressure and be decisive 
·  Ability to support multiple accounts/customer environment 
·  Methodical and disciplined approach to work 
·  Self motivation, drive and determination to succeed 
·  Good personal time management and task organization 
·  Ability to structure and organize small projects 
·  Ability to work well in a team 
·  Good understanding of customer satisfaction principles and practices 
·  Willing to work on 24x7 shift hours including weekends/public holidays 

  

Technical  

·  In depth knowledge of PC technologies and desktop/server hardware and software architectures 
·  Knowledge of cabling and network architectures 
·  Ability to grasp new technical concepts quickly 
·  In depth knowledge of Microsoft applications used on PCs – MS Office 2003, MS Windows XP knowledge of Lotus Notes mail 
·  Basic understanding of computers and how they are configured 
·  Ability to identify and distinguish between hardware, software, network and server problems; 
·  Skills in the use of PCs and associated software and applications; 
·  Good knowledge of Atos Origin support teams and their interface with customers 
·  Knowledge and experience in the use of customer request recording systems and Atos Origin Service Management Tool 
·  Knowledge and experience in RAS support and general administration  

 

Added Advantage  

· 
·  Knowledge and experience of MS Server Products – i.e. SMS, TS, Exchange, MOM, SQL, ISA 
·  Knowledge and experience of McAfee Anti Virus products 

 

 

 

 

 

 

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

 

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Choose your future. Choose Atos.