Full-Time IT Helpdesk Analyst

  • Location
    Durham, Durham
  • Salary
  • Job type
  • Industry
    Building and Construction
  • External Reference
  • Category
    IT - Helpdesk, Technical Support

Our client Atos is a global leader in digital services and provides Cloud Computing, Software & Systems Integration, Big Data & Security solutions within multiple sectors.

We have some exciting 1st Line Support opportunities working at Atos on their site in Durham City Centre.

The position is ideally suited to candidates who would enjoy working on a busy and technically minded service desk.

We are looking for passionate and driven individuals who must have either experience of working on the Service Desk or a relevant qualification. Customer service is at the heart of this companies' ethos, so a customer first approach will be necessary.

The Details

Full time position for 37 hours per week (Monday to Friday).

This position is due to start as soon as possible. The duration of the role will be 6 months, however this may be extended due to work volumes.

You must be flexible for working hours between 0800-1800 on a 4-week shift rota.

Rate of pay is £10.39p/hr

33 days Annual Leave - after 12-week service

Access to Adecco Lifestyle benefits

Reward and Recognition Programme

The Job- 1st Line Helpdesk Agent

Your duties will include:

  • Answering a high number of calls from business's including the British Broadcasting Corporation

  • Assessing the issue with caller to identify the problem and decide best course of action (troubleshoot over the phone or refer to 3rd Line Support)

  • Providing advice and guidance to callers where an issue is not relevant to IT support

  • Delivering a high level of customer support to all users at all levels of seniority

  • Creating a call logs to record details of resolution or further action needed

  • To strive to meet quality objectives always- e.g. Average time on Call, First Time Fix Rate, providing correct and up to date information

We are looking for people who have...

Experience within the same role and/or relevant IT qualifications

Excellent communication skills

A passion for problem solving

Results driven
Good communication skills with the ability to adapt and deal with all levels of seniority
Drive and motivation to provide excellent service even at busy times
Initiative to work alone and take responsibility for work, whilst working within a wider team
Ability to learn various processes and maintain accuracy always
Ability to work to work well under pressure in a fast-paced environment

Previous experience of successfully working to targets & deadlines

What you can expect from Atos...

Teams games, competitions and charity days

Dress down day every Friday

Department competitions and rewards- vouchers, time back, chocolates and treats for meeting targets, receiving excellent customer feedback or going the extra mile to help your team

Break and kitchen facilities, with tea, coffee and juice provided

Excellent training and support to develop and progress in the company

Site located centrally with excellent bus and rail links

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

To speak to a recruitment expert please contact Natalie Bell