IT Service Desk Agent Level 1.5
hace 4 semanas
**Publication Date**:
Mar 7, 2023
**Ref. No**:
466374
**Location**:
Monterrey, Nuevo Len, MX, 66490
About Atos
Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the CAC 40 ESG and Next 20 Paris Stock indexes.
The purpose of Atos 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.
IT Service Desk Agent Level 1.5
**Summary of Tasks**:
- Record and process incidents and service requests according to process specifications
- Communicate with users to understand issues and provide known solutions
- Document and resolve incidents according to process specifications
- Forward incidents which cannot be resolved to downstream support groups according to process specifications
- Initiate escalations according to process specifications
- Work collaboratively supporting team via Skype/Lync
- Assist with training and supporting fellow agents
- Average expected time on task between 4 to 12 minutes
- Expected resolution rate between 60% - 90%
**Summary of Responsibilities Experience & Skills**:
- Associates degree or equivalent work experience in IT related field preferred
- Experience in customer service ideally gained in a customer facing environment
- English proficiency in both verbal & written form
- Must be culturally sensitive; appreciate cultural differences
- A+, Network +, HDI and/or Microsoft certifications preferred
- ITIL v3 a plus
**Knowledge of computer technology**:
- Windows Client
- Microsoft Outlook
- Microsoft Office (Word, Excel, PowerPoint)
- Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
- PC hardware and mobile devices
- Network (TCP/IP)
- Basic knowledge of the Windows Active Directory and domain concept
**Soft Skills Profile**:
- Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
- Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
- Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management
- Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
- Ability to work well under pressure, set priorities and comfortable making quick decisions
Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.
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