Atos
2nd Line Support Analyst
Carlisle, United Kingdom, GB - Information Technology and Services
This role is based on the SSA First Line Service Desk servicing a group of Clients in the Nuclear Industry who have outsourced their IT departments to Atos to be run under a framework agreement. The Service Desk team work with the other Atos teams covering the full scope of this Managed Services contract to deliver services for approximately 19000 users staff across 24+ locations.
The Second Line Support Analyst’s role is to provide a single point of contact for customers’ incidents and enquiries, taking ownership and responsibility for calls from the initial contact, until the call is closed, while maximising on First Time Fix. The environment in which this role operates is fast paced and continually challenging.
The role is based in Westlakes, Cumbria. This is a 12 months FTC, desk based role, the successful candidate will be required to answer the telephone calls / emails for the duration of the shift. This role will require the need to work on a shift basis. Shift Start/Finish times vary between 07:00-09:30 (Start) and 15:00-17:30 (Finish).
Key aspects of the role:
- Team Working: Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams.
- Communication: Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner.
- Problem Solving and Decision Making: Shows evidence of handling majority of issues/problem escalations and suggest resolutions with minimum prompting from 2LS / Team Leader.
- Flexibility: Shows evidence of being able to adapt to new situations outside of assigned team.
- Attitude: Demonstrates drive and determination in coping with difficult situations.
- Self Management: Demonstrates evidence of good timekeeping, professional appearance and time management.
- Customer Service: Demonstrates awareness of customer and business needs.
- Call/contact and Ticket Quality: Demonstrates expected Quality requirements consistently.
- Tools: Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
- Maximise First Time Fix (FTF) opportunities: Achieves, at minimum, upper level of FTF criteria.
- Telephony Average Handle Time (AHT) & Contacts per Analyst per Day (CPAPD) at or better than target: Manages call durations, wrap up times and CPAPD in line with team target. Has an awareness of impact and is proactive in seeking improvement.
Job Requirements
Essential / Minimum Criteria
- Demonstrable experience in working in IT Support and Customer Service environments.
- Demonstrable understanding and experience in using:
=> Windows Operating Systems (XP, and Windows 7),
=> Microsoft Office suite of applications (i.e. Word, Excel, PowerPoint, Outlook, Access)
- Fluent English Language skills, able to communicate easily with customers both verbally and in writing. Able to describe technical details to non-technical customers in simple plain English.
- Be able to learn other roles and contracts to assist in leveraged working throughout the contact centre.
- Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution.
- Attention to detail, able to document the details of issues clearly in a concise understandable manne
- You will be required to undergo and successfully gain a BPSS & Disclosure Scotland security clearance check in order to undertake this position.
Desirable criteria:
- Demonstrable understanding and experience in the following areas:
=> Previous experience of working in Contact Centre environment,
=> Previous experience of working in IT,
=> Understanding of Service Level Agreements,
=> IT Certification.
Additional Information
In return we offer a competitive salary, contributory stakeholder pension scheme, generous holiday allowance, employee private medical cover, Life assurance, Personal Accident Insurance, Season Ticket Loan and a flexible benefits scheme that allows you to purchase discounted products and services. Additionally, comprehensive training and development is delivered in a variety of ways, leading to accreditation if required. 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. If there is anything we can do to help you, please let us know ARChelpdesk@atos.net
No salary provided
Posted February 16, 2015 at 09:06AM from LinkedIn http://ift.tt/1vOFeXz
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