Atos posted a job you might be interested in March 31, 2015 at 08:14AM

Atos



Helpdesk Support Analyst

Carlisle, United Kingdom, GB - Information Technology and Services

We are looking for someone to join our busy Help Desk in West Cumbria. We provide Desktop, Network, Telephony, Application and Server Support to four Participating Entities in the Nuclear Industry; Sellafield Ltd, Magnox, Low Level Waste Repository and National Nuclear Laboratory.



We are a single point of contact for our 19,000 users, with our primary function being to restore normal service as quickly as possible. Restoration of service could involve fixing a technical fault; it could involve fulfilling a service request or answering a query – anything that is needed to allow the users to return working satisfactorily. We also strive to present the highest Quality standard which is evident through our CCA and ISO 9001 certifications.



Potential hours of work are 37 hours per week and will be worked on a rota basis during Monday to Friday, between the office hours of 07:00 to 17:30. The working pattern will be organized to cover the core hours of support.



In return we offer a basic salary of £ 17 000 per annum, 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



Main responsibilities:



- Take and receive all customer calls/emails in a professional and courteous manner;



- Follow procedures to ensure all calls/emails are identified as ‘in’ or ‘out’ of contracted scope;



- Provide ‘first time fix’, wherever possible, against a Service Level Agreement of 70%;



- Apply known solutions, advice and guidance to customers;



- Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams;



- Log all calls, using the designated call handling system and entering detailed and accurate information;



- Assign any incidents which cannot be resolved during the call/logging to the appropriate support group;



- Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group;



- Identify common and large scales problems and alert the Incident Manager & Team Leader to these;



- Respond to customers’ chases & Email messages in a timely fashion;



- Assist with the coaching and development of new staff.



Job Requirements



Essential / Minimum Criteria:



· Experience in dealing with a wide variety of customers and being able to stay professional in challenging situations.



· An interest in IT and to be able to quickly gain an understanding of hardware and software within IT.



· To be able to build a quick rapport with customers on the phone and face to face and collect all required information in a timely manner.



· Must display the highest Quality standards and continually strive to deliver Customer excellence.



· Ability to work within a target oriented environment.



· Good analytical and problem solving skills to help troubleshoot pc issues.



· Good interpersonal skills and the ability to establish and develop internal and external relationships.



· Ability to organize and prioritize work in an effective manner.



· Be able to work alongside colleagues by aiding each other to reach a common goal.



· Security clearance will be required once in position in the role.



Desirable Criteria



· Understanding of customer satisfaction principles and practices and how to achieve these



· Previous IT experience



· IT qualifications at any level



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 March 31, 2015 at 08:14AM from LinkedIn http://ift.tt/19uF1yf

via IFTTT