First Line Service Desk Analyst (12 Months FTC, part time)

Job Description
This is a 12 months part time role based in Livingston.

You will be responsible for providing first level support and a single point of contact for customers calling with IT problems and enquiries. This will include taking ownership and responsibility for calls from the initial contact until the call is closed.

The range of activities and tasks to be undertaken include:
- Take and receive all customer calls in a professional and courteous manner,
- Follow procedures to ensure all calls are identified as 'in' or 'out' of contracted scope,
- Provide 'first time fix', wherever possible,
- Apply known solutions, advice and guidance to customers,
- Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams,
- Log all calls, using the designated call handling system and entering detailed and accurate information,
- Validate user equipment inventory data held within the inventory database,
- Assign any problems which cannot be resolved during the call to the appropriate support group,
- Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group,
- Contact the customer to assess their satisfaction prior to the closing of a call,
- Identify common and large scales problems and alert the Incident Manager & Team Leaders.

Job Requirements
- Experience within a customer support environment,
- Excellent telephone manner,
- Knowledge of MS Office desktop applications,
- Excellent keyboard skills,
- Ability to work within a target oriented environment,
- Good written and verbal communication skills,
- Good presentation skills, in person and written,
- Excellent customer interface skills - both on the phone and in person,
- Good analytical and problem solving skills,
- Good interpersonal skills and the ability to establish and develop internal and external relationships,
- Ability to organise and prioritise work in an effective manner.

Additional Information
In return we offer a competitive salary, contributory stakeholder pension scheme, generous holiday allowance, employee private medical cover, Life assurance, Personal Accident Insurance, Season Ticket Loan and a flexible benefits scheme that allows you to purchase discounted products and services. Additionally, comprehensive training and development is delivered in a variety of ways, leading to accreditation if required.

Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.

Atos is an international information technology services company with annual revenues of EUR 8.7 billion and 78,500 employees in 42 countries. Serving a global client base, it delivers hi-tech transactional services, consulting, systems integration and managed services. Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic Games and is quoted on the Paris Eurolist Market. Atos operates under the brands Atos, Atos Consulting, Atos Worldline and Atos WorldGrid.