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1st Line Support Analyst
Amenable to work in the office 5x a week including holidays. Amenable to work in a shifting schedule and in office.
- Manage calls from internal staff via telephone, email, and chat regarding IT issues and questions, and adhere to standard KPIs.
- Gather and record all relevant issue details to submit for second-level support when needed.
- Demonstrate very good communication skills through voice, email, and chat.
- Communicate progress in a timely manner and manage frustrated callers with a calm demeanor.
- Provide basic assistance in MS Office applications, including Word, Excel, Outlook, and PowerPoint.
- Provide basic assistance on Citrix sessions, VPN connectivity, and hardware-related issues.
- Experience with scheduling applications such as Tidal, Maestro, or Control-M is a plus.
- Experience with FTP/SFTP transfer protocols, including MoveIT and FileZilla.
- MoveIT administration experience is a plus.
- Run scheduled and requested jobs on all systems to meet service-level commitments.
- Modify and administer the enterprise scheduling system as required.
- Create knowledge-base articles when new information is learned.
Must be a graduate of any IT-related course.
Preferably, candidates have at least 1 year of service desk experience.
Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos has more than 52,000 employees serving over 4,500 clients across 54 countries.