Overview

This position is based in Westlakes Science Park, Cumbria and requires a SC clearance, meaning 5 complete years residency in the UK up to present date.

Your job in a nutshell

The Service Desk team work with Partner teams to deliver IT services for approximately 14,000 users across multiple locations throughout the UK. The First Line Support Analyst’s role is to provide a single point of contact for customers’ incidents and enquiries, following documented processes to ensure tickets are logged, prioritised and routed accurately. The 1LS Agent will also be expected to provide Incident Resolution to support the First Time Fix Service Level Agreement as per documented Knowledge Articles. The environment in which this role operates is fast paced and continually challenging.

Responsibilities

• Communication: Demonstrates clear and concise written, oral and listening skills to identify any Customer knowledge gaps.
• Problem Solving and Decision Making: Handle the majority of issues and customer concerns and suggest resolutions with minimum prompting from 2LS / Team Leader.
• Flexibility: Adapt to new situations outside of the assigned team.
• Attitude: Demonstrate drive and determination in coping with difficult situations.
• Self-Management: Demonstrate good timekeeping, professional appearance and time management.
• Customer Service: Be aware of customer and business needs. Describe technical details to non-technical customers in simple plain English.
• Tools: Quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
• Telephony AHT & CPAPD: Manage call durations, wrap up times and CPAPD to target; be aware of impact and proactively seek improvement.
• Queue Management: Manage individual queues to targets with zero intervention from Team Leader.
• Ticket logs: Maintain in a timely and efficient manner (in line with SLAs).
• Ticket review: Regularly review all tickets in 1LS queues (supporting KPIs) and resolve aged tickets.
• Service Level Adherence: Work to avoid SLA breaches on tickets.

Requirements

• Experience in a customer-facing role and in IT.
• IT Certification is a plus.
• Windows Operating Systems (Windows 10).
• Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Access).
• Understanding of Service Level Agreements.
• Proficient English language skills.
• Problem-solving skills: able to identify exact details of a problem, reason through to a resolution.
• Attention to detail: able to document issues clearly and concisely.
• You will be required to undergo and successfully gain a Disclosure Scotland and SC security clearance check to undertake this position.

Rewards and benefits

• 25 days annual paid leave.
• Wellbeing programs & work-life balance – integration and passion sharing events.
• Private medical care.
• Pension contributions up to 10%.
• Flex benefits program.
• Courses and certifications opportunities.
• Conferences and Expert Communities.
• Charity and eco initiatives.

As a Disability Confident employer, we encourage applications from all applicants, especially differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to make reasonable adjustments to the application and assessment process to accommodate your needs. If you would like to discuss this further, please contact us via our dedicated mailbox - UK-Recruitment-Support@atos.net