Job Description
Join our team in Westlakes, Cumbria, as part of our growing 1st Line Support Engineering division. This office-based role supports a major client in the Nuclear Industry, delivering IT services across 14,000 users at multiple UK locations. In 1st Line Support Engineering, you will act as the first point of contact for customer incidents and service requests, ensuring tickets are properly logged, prioritized, and routed. You’ll also aim to resolve issues at the first point of contact, contributing to our First Time Fix targets by following detailed Knowledge Articles—all within a fast-paced, evolving environment.
Why Choose a Career in 1st Line Support Engineering?
Our Service Desk Team works closely with Partner teams to deliver comprehensive IT Managed Services. As a 1st Line Support Engineering Analyst, you will play a key role in maintaining operational excellence, ensuring customer satisfaction, and improving service processes through proactive support and problem-solving.
Core Responsibilities of a 1st Line Support Engineering Analyst
Daily Duties in 1st Line Support Engineering
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Serve as the initial point of contact for customers, logging incidents and service requests accurately.
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Work toward high first-time resolution rates using documented Knowledge Articles.
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Communicate effectively with customers, translating technical terms into plain English.
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Manage ticket queues and individual tasks, adhering to service level agreements (SLAs).
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Actively contribute to team goals and maintain professional time management and appearance.
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Support avoidance of SLA breaches by regularly reviewing and updating ticket status.
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Improve call handling metrics such as Average Handle Time (AHT) and Contacts per Analyst per Day (CPAPD).
Skills and Requirements for 1st Line Support Engineering
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Previous experience in customer service or IT support environments.
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Proficiency with Windows 11, Microsoft Office applications (Word, Excel, Outlook, PowerPoint, Access).
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Strong English communication skills, both written and verbal.
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Ability to solve problems logically and document issues clearly.
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Previous exposure to Contact Center operations, IT Service Level Agreements, and IT Certifications.
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Flexibility to learn new roles across different contracts for operational efficiency.
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Successful completion of Disclosure Scotland and SC security clearance required.
Why Work With Us?
At Atos, we offer more than just a job—we offer a career in digital innovation and IT services. Our global team is driven by decarbonized, automated, and AI-enabled solutions to make the future more sustainable and secure.