Atos Ireland - IT Helpdesk Support Specialist with Swedish
|Location:||Cork - South-West, Ireland, Cork|
- Name:Atos Ireland
Business Area/Department IT Support – Global Factory
Reporting to: Team Supervisor
Directly responsible for: No direct reports
• You will be interacting with customers via telephone, e-mail and the web
• This is a desk based role in an office environment.
Working arrangements: Full Time
The main reasons for recruiting new candidates for the role of 1st Line Support Engineer are:
Additional resources to join our growing business which includes major international sports brands, financial institutions and pharmaceutical multinationals
Where possible our employees are trained across all our accounts to give as diverse an experience as possible while working at Atos, this also ensures an equal opportunity for all employees in their career development
Atos Cork is committed to all our employees’ development. All employees become part of Career Framework programme in Cork from the commencement of their employment
Support is based around our customers core applications which includes but is not limited to Windows XP / 7, SAP, Active Directory, printers
•The purpose of the role is to provide resolution to Helpdesk service requests within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills
•Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.
•Identify, evaluate and prioritize customer problems and complaints to ITIL standards
•Analyze customer problems and formulate plans of resolution.
•Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
•Assist in evaluating new services, processes and technologies introduced at the helpdesk.
•Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
•Work with departmental staff to promote, develop, and maintain high standards of customer service.
•Escalate unresolved issues to support leads, designated service group or client help desk.
•Additional projects as required.
- It is mandatory for any candidate to be fluent in English and also another language
- It is a 24/7 contacts centre which requires candidates to potentially work week-ends, nightshifts & On Call
Essential / Minimum Criteria
Fluent English & Swedish Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner.
Able to quickly build rapport with customers, colleagues and management
Candidates should have a high level of motivation and focus on their daily tasks
Candidates are encouraged to seek out opportunities within the business
Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s
Demonstrate IT competencies in the following areas;
oWindows XP / 7
oMS Office 2007 / 2010
• Relevant IT Certification or equivalent
• Previous call centre or customer service experience
Due to the nature of this position, the recruiter has requested to restrict applications by location. Only candidates in Europe (EEA) may apply.