Service Delivery Supporter

2 weeks ago

Moor Row, United Kingdom Atos Full time

**Publication Date**:
Nov 14, 2023

**Ref. No**:
494903

**Location**:
Westlakes, CMA, GB, CA24 3JZ

The future is our choice

At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

About this scheme

If you’re interested in working in an organisation supporting an IT Service Desk for a customer within the Nuclear Industry, then there’s no better place to start than with our Level 3 Digital Support Technician (DST) Apprenticeship. This level 3 apprenticeship running for 12-18 months will combine virtual classroom training with hands on experience. The modules are designed to teach you both the technical and business skills you need to thrive in your role.

You’ll work in the team that is the single point of contact for customer incidents and enquiries. You’ll follow documented processes to ensure tickets are logged, prioritised and routed correctly. You’ll also provide Incident Resolution to support the ‘First Time Fix’ Service Level Agreement, to ensure we provide the best service we can for our customer.

If you’re a methodical and creative problem solver, with the ability to deal with customer contact in a professional and helpful way, this scheme is for you.

**Location**: Westlakes Science Park, Whitehaven, CA24 3JZ, UK

Your day-to-day responsibilities

All our Digital Support Technician apprentices are supported to be able to cover the following activities (not an exhaustive list):
**Communication**: Demonstrate clear and concise communication skills and the ability to communicate technical jargon in simple terms to customers and in an appropriate manner.

Telephony Average Handle Time (AHT) & Contacts per Analyst per Day (CPAPD): Manage call durations, wrap up times and CPAPD in line with team target. You’ll have an awareness of impact of these targets and be proactive in seeking improvement.

**Customer Service and Quality**: Respond to customer requirements and business needs by achieving quality interactions and resolutions consistently.

**Self-management**: Manage your own workload, using time-management and prioritisation skills and support the team to achieve or exceed the SLAs (Service Level Agreements) that are in place.

**Entry requirements**:
**For this scheme you’ll need**:
A minimum of *5 GCSEs at grades 4-9 / A-C (including Maths and English),

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.

Choose your future. Choose Atos.

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