Posted by Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries.
IT Help Desk Agent Level 1 (support) – USA
Job Description:
• Accept inbound requests via phone, chat, email and ticket queues
• 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
• Assist with training and supporting fellow agents
• Average expected time on task between 4 to 12 minutes
• Expected resolution rate between 60% – 90%
Qualification:
• Associates degree or equivalent work experience in IT related field 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