Service Desk Analyst

Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.

With more than 52,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand.
A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.

About Atos Group

Atos Group is a global leader in digital transformation with c. 54,000 employees and annual revenue of c. €7.2 billion, operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.

Job Title: Service Desk Analyst
Job Type: 6 Month Contract
Job Mode: Onsite - 5 days work from office
Shift timing - Rotational Shift

Job Qualifications:

• Candidate must have excellent English communication skills.
• Candidate must have a Bachelor's/College Degree in any field.
• At least 6 months of Service Desk, Helpdesk, Technical Support experience is required.
• Strong team player
• Must be able to demonstrate strong problem-solving skills
• ITIL certification is an advantage

Job Responsibilities:

• Troubleshoots hardware, software, and network operating problems via phone and involves technical resources to ensure resolution.
• Applies understanding and knowledge of information systems products and services to assist users.
• Identifies, investigates, and researches user questions and problems, as well as isolates and resolves information systems issues.
• Coordinates referrals to appropriate technical, professional, or service personnel.
• Receives and prioritizes issues and forwards them using appropriate escalation procedures.
• Provides functional or task leadership.
• Coordinates special projects and system upgrades.
• Briefs customers and/or management on the status of resolution efforts.
• Serves as a technical advisor to users with complex system issues by resolving them or conferring with technical personnel.
• Recommends system or process improvements, including procedures, training, and enhanced documentation.
• May provide occasional functional and technical guidance to less experienced staff.
• Oversees and coordinates with the quick-response customer support team and interfaces with clients (over the phone or other support channels) to troubleshoot, analyze, and diagnose complex issues, engaging appropriate technical resources to resolve them.
• Works under limited supervision to provide prompt and professional Help Desk service through the quick processing and prioritization of a variety of problems.
• Performs other duties as assigned.

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Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

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