Service Desk Agent L1.5

hace 2 meses

Monterrey, México Atos A tiempo completo

**Publication Date**:
Nov 28, 2023

**Ref. No**:
500027

**Location**:
Monterrey, Nuevo Len, MX, 66490

Who we are.

Together we create reliable and responsive digital foundations for the world’s businesses, institutions, and communities.

Learn more on Advancing what matters

The future is our choice

At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

RCC Support 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/Circuit
- Assist with training and supporting fellow agents
- Average expected time on task between 4 to 12 minutes
- Expected resolution rate between 70% - 90%
- Expected to take part in on-call rotation with other admins.

**Summary of Responsibilities Experience & Skills**:

- Associates degree plus 1 year work experience in IT related field
- Alternatively: 2 years work experience in IT related field
- Experience in a Service Desk or Deskside environment 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
- Corporate network and network printer support experience
- Fundamental knowledge of the Windows Active Directory and domain concept
- General knowledge of Microsoft Exchange
- Experience with command line scripting a plus

**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

LI-MX

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.

Learn 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 here.

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 here

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