Help Desk Agent I

About the role

Atos, a global digital transformation partner, is hiring a Help Desk Agent I. The role covers receiving and resolving incoming incidents and requests, supporting end users and managing hardware, while liaising with local and global IT teams and following escalation procedures.

Key responsibilities

• Receive incoming incidents and requests, log them into tickets and resolve them within the agreed timeframe.
• Provide end-user support: user management, mobile device support, laptop support, enterprise application support and software support.
• Handle hardware installation, transport, addition, modification, replacement and de-installation, and cover hardware failure, repair and warranty periods.
• Liaise with local and global IT teams to resolve failures and keep customers informed of next steps.
• Manage relationships with third-party vendors and follow up on their requests.
• Coordinate referrals to technical, professional or service personnel, and escalate issues using the defined procedures.
• Follow up on Hardware Lifecycle Management (asset management) and recommend system or process improvements, including procedures, training and documentation.
• Comply with physical and logical security requirements and report deficiencies.

Required profile

• Vocational diploma, short course certificate, bachelor's degree or university degree in any field.
• At least 1 year of experience.
• Excellent English communication skills, both verbal and written.
• Experience in Enterprise/Network Operations Center, IT Service or Help Desk roles is preferred.

Required skills

• Strong analytical and problem-solving skills.
• Team-oriented, able to learn and act independently, adaptable to established standards.
• Excellent customer service skills, with a "customer first" approach.
• Eagerness to work in a global, multi-cultural team and to implement, secure, maintain and automate complex systems.

What we offer

• GPTW certified company; work from home most of the time.
• Competitive compensation and flexible benefit program.
• Private health insurance, life insurance, performance, accolade and referral bonuses.
• Transportation, meal and kindergarten allowances, and a buddy program.
• Flexible working hours at Atos or home office, company SIM card and days of annual leave above the legal minimum.
• Atos University access, wellbeing days and BYOD campaign.