About Atos Group

Atos Group is a global leader in digital transformation with c. 56,000 employees and annual revenue of c. €7.2 billion (at the go-forward perimeter), operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is the brand under which Atos SE (Societas Europaea) operates. Atos SE listed on Euronext Paris.

The purpose of Atos Group is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Role Description

The English Service Desk Representative is responsible for providing customer support and technical assistance to users in a English-speaking environment. The Service Desk Representative will handle incoming inquiries, troubleshoot technical issues, and provide timely resolution or escalate to the appropriate teams.

What You'll Be Doing

Core Responsibilities

Provide English-language support to users via phone, email, or chat, addressing inquiries, troubleshooting technical issues, and resolving problems.
Document and track all customer interactions and resolutions accurately in the ticketing system.
Escalate complex or unresolved issues to the appropriate teams or higher-level support for further investigation and resolution.
Follow established procedures for incident management, problem management, and service request fulfillment.
Maintain a high level of customer satisfaction by ensuring timely and effective response and resolution.
Collaborate with cross-functional teams to identify and implement process improvements and knowledge base updates.
Stay up-to-date with product knowledge, system updates, and industry trends to provide accurate and relevant information to customers.
Provide feedback to improve user documentation and knowledge base articles to enhance self-service options for customers.
Adhere to service level agreements (SLAs) and key performance indicators (KPIs) related to response time, resolution time, and customer satisfaction.
Continuously develop and enhance technical skills and knowledge through training and self-learning.

Experience & Qualification.

Fluent in English, both written and verbal communication skills.
Previous experience in a customer support or service desk role, preferably in a technical support environment.
Ability to analyze and resolve technical issues independently or through collaboration.
Excellent customer service and interpersonal skills, with the ability to handle customer inquiries professionally and empathetically.
Ability to work under pressure and meet tight deadlines in a dynamic and fast-paced environment.
Strong organizational skills, attention to detail, and the ability to multitask effectively.
Flexibility to work in shifts, including weekends and holidays, as per business needs.

Skills, Knowledge & Abilities

Strong problem-solving and troubleshooting skills
Adaptability.
Self-learning.
Critical thinking.
Problem-solving.
Attention to detail.
Communication and teamwork.

Performance Standards

Response Time.
First Contact Resolution.
Customer Satisfaction.
Ticket Documentation and Management.
Technical Knowledge.
Language Proficiency.
Incident Resolution Time.
Quality of Service.
Knowledge Sharing.
Professionalism and Collaboration.

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.

English Service Desk Agent