Service Desk Support

---

Company details

Type of job: Remote
Country: France
City: Toulouse
Company: Atos

---

Description of the offer

Welcome to Atos, where we imagine the future of tech.

An international leader in secure and carbon-free digital technology, Atos helps shape new technologies with its clients.

In a multicultural, collaborative and agile environment, we offer rewarding career paths based on training, certification and mobility programs.

This is why at Atos, the diversity of skills and experiences of our teams allows us, together, to make the right choices with our clients, for the future of our company and society.

The position

The Help Desk technician’s mission is to act as quickly as possible. Either online resolution is possible or it requires further investigation that results in escalation to the next level.

The technician takes calls from reception, confirms the first diagnosis, assesses the priority, urgency and severity and resolves the incident if the problem is simple or known. Otherwise, it completes the description of the incident and triggers escalation to higher levels.

Administratively, it records the report, documents the actions carried out and the tests carried out with the user, specifies the context, informs the user of the progress, and depending on the case, enriches the knowledge base.

Main missions

Respond to simple support requests by providing information to help callers resolve their issues
By respecting information escalation procedures, quickly assign or handle calls
Application of instructions and procedures in force, proactive communication and documentation,
Writing, updating and validating procedures with the client, capitalizing on documentation and workaround solutions.
Maintaining entries with resolution details and tracking information.

Profile required

Diploma in Computer Science or equivalent Bac to Bac + 3
1 to 3 years of experience ideally in receiving user support requests (Office, infrastructure and application)
Level 1 proficiency in any development and maintenance or service delivery function
Good communication skills and a methodical approach to problem solving
Has some knowledge of the majority of software products or platforms used, more in-depth knowledge of at least one of the products is a plus
Fluent level of English required

Technical and functional skills

Windows environment (10 & 11)
Microsoft Office Office Suite
REMEDY
Amazon Connect
Google WorkSpace
General understanding of aeronautical, financial and commercial business applications
Knowledge of data extraction, management and analysis

At Atos, diversity, inclusion and digital accessibility are an integral part of our DNA. Discover our commitments to a fair working environment for all.

Atos is a recognized leader in its sector for environmental, social and governance (ESG) criteria. To learn more about our CSR commitment, click here.

Choose your future. Choose Atos.

---

How to apply?

Click on the button to get the company email or employment application form.

---

Tags: Customer Support