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Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Who we are. We are a team of passionate experts with a clear ambition: applying digital technology toadvance what mattersfor our clients and society. Together we createreliable and responsive digital foundationsfor the world’s businesses, institutions, and communities. Learn more onAdvancing what matters Role Overview: This role is office-based, located in Westlakes, Cumbria, servicing a client from within the Nuclear Industry who has outsourced their IT. The Service Desk team collaborates with Partner teams to deliver IT services for approximately 14,000 users across multiple UK locations. The First Line Support Analyst provides a single point of contact for customer incidents and inquiries, following documented processes to log, prioritize, and route tickets. The role also involves providing incident resolution to support the First Time Fix SLA, using Knowledge Articles. The environment is fast-paced and challenging. Responsibilities: Team Working:Integrate into the team, contribute positively to objectives and morale, and work across teams. Communication:Communicate clearly and concisely in writing and verbally, translating technical jargon into simple terms for customers. Problem Solving and Decision Making:Handle issues/escalations and suggest resolutions with minimal prompting. Flexibility:Adapt to new situations outside of assigned tasks. Attitude:Demonstrate drive and determination, especially in difficult situations. Self Management:Maintain good timekeeping, professional appearance, and time management. Customer Service:Be aware of customer and business needs. Call/contact and Ticket Quality:Consistently meet quality requirements. Tools:Quickly learn ticket logging tools and other systems. Telephony AHT & CPAPD:Manage call durations, wrap-up times, and contacts per analyst per day in line with targets, proactively seeking improvements. Queue Management:Manage individual queues to targets with minimal supervision, maintain tickets in line with SLA, review tickets regularly, and work to prevent SLA breaches. Requirements: Previous experience in Customer Service environments. Understanding and experience with Windows OS (Windows 11), Microsoft Office suite. Fluent English skills, able to communicate technical info clearly. Ability to learn other roles and assist across the contact centre. Problem-solving skills to identify and resolve issues effectively. Attention to detail in documenting issues clearly. Additional:You must undergo and pass Disclosure Scotland and SC security clearance. Experience in:Contact Centre, IT, understanding SLAs, IT certifications. Work Location: As a Disability Confident employer, we encourage applications from all, especially differently-abled applicants. We aim to offer interviews to all who meet minimum criteria and are willing to make reasonable adjustments. Contact us at UK-Recruitment-Support@ for discussions. If additional support is needed during recruitment, please inform us during the application process. Learn more about us At Atos, diversity drives innovation. We strive to create a supportive culture. Read more here.Our commitment to ESG practices and tech for good initiatives aims to build a better future. Learn more here.#J-18808-Ljbffr