Airbus UK - Service Desk First Line Support
Atos
- Stevenage, Hertfordshire
- Permanent
- Full-time
Invoking Incident Managers if an incident comes through that is deemed a High Priority Incident i.e. impacting multiple customers or system down.Escalating incidents where customer calls to chase or where progress is slow.Provide remote technical support, resolving issues in a competent manner whilst communicating professionally with internal and external stakeholders.Prioritise and resolve technical queries and service requests within agreed service levels.Monitor Service Desk call queues, ensuring that all tickets are fully updated and are processed appropriately.Collaborate with knowledge analysts in updating and creating knowledge articles and archive legacy documents which are no longer appropriate.Sharing found new knowledge with team members, supporting with documenting so this can be cascaded.Requirements:Either currently holds BPSS and SC clearance or is able to go through clearance acquisition process.Fluent English Language skills, able to communicate easily with customers both verbally and in writing.Strong customer service skills using effective listening, understanding and able to articulate the next steps in a confident and professional manner.Good time keeping skills and ability to work in busy environmentLogical and methodical troubleshooting approach..Team playerSelf-motivated desire to learn and understand all technologies and processes across the customer estate.Takes initiative to keep skills up to date and maintain awareness of developments in the service desk and customer environment.Windows trouble shooting skills and technical understanding of Microsoft Services such as; Windows, Active Directory, Office Suites, and multiple call logging ticket systems (e.g. BMC Remedy, Support works and Sys Aid).Rewards and benefits:In addition to joining a phenomenal team, you can also expect a fantastic range of benefits.These include:25 days annual paid leave;Wellbeing programs & work-life balance - integration and passion sharing events;Private medical and dental care;Pension contributions up to 10%;Flex benefits program;Courses and certifications opportunities;Conferences and Expert Communities;Charity and eco initiatives.Recruiter Contact:Please write directly to Viktoria Ivanova on LinkedInLearn more about us
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment .Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management – tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more