Job Description

Publication Date:
Feb 4, 2023

Ref. No:
455069

Location:
Cyberjaya, Selangor Darul Ehsa, MY, 63000

About Atos

Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over \xe2\x82\xac 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the CAC 40 ESG and Next 20 Paris Stock indexes.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education, and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Jobs Description :
Core responsibilities:
Take and receive all customer calls in a professional and courteous manner as well as providing advice and support.
Follow procedures to ensure all calls are identified as \xe2\x80\x98in\xe2\x80\x99 or \xe2\x80\x98out\xe2\x80\x99 of contracted scope and logged accordingly in the Atos Management Tool
Log all calls, using the designated call handling and ticketing system and entering detailed and accurate information
Take end to end responsibility of the logged requests and monitor work progress and service levels
Provide incident, problem and complaint (escalation) management for the in scope services domain
Provide technical assistance to customers on the use of all PCs \xe2\x80\x93 encompassing desktop related hardware and software in accordance with service level requirements
Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals
Provide \xe2\x80\x9cFirst Time Fix\xe2\x80\x9d based on contractual scope and obligations
Ensure effective escalation and hand-over of customer enquiries/problems to the correct 2nd line group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner
Carry out appropriate level of technical investigation prior to escalating to the next level
Keep the customer, when they make follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group

Secondary responsibilities :
Provide remotely installation of hardware, software and applications or upgrades on customers\xe2\x80\x99 systems where appropriate
Contact the customers to assess their satisfaction prior to the closing of a call
Keep up to date with changes in the IT systems of the customer and industry
Maintain good and constructive relationships with customers and ensure customer requirements are met within agreed timescales
Provide input to resolve customer complaints and dissatisfaction issues
Provide technical input to projects as requested
Keep up to date with new and emerging technologies
Provide coaching and mentoring support to team members

Skill set & Experience

General :
Experience of working in a large customer focused environment;
At least 1 year\xe2\x80\x99s experience in a customer service industry, preferably IT based;
At least 2 years experience of working in a helpdesk/customer handling environment;
Previous working experience in a multinational Service Desk/Helpdesk environment for 1 to 2 years is an definite added advantage
Good interpersonal skills and customer interface skills \xe2\x80\x93 both on the phone and in person with customers and colleagues
Good written and verbal communication skills \xe2\x80\x93 in particular verbal and telephone enquiry handling skills in business fluent Korean speaking
Excellent listening skill
Good analytical skills and an ability to define the precise nature of customer problems
Ability to conceptualize problems
Ability to give specific and clear instructions and problem-solving advice
Ability to organize and prioritize work in an effective manner
Ability to work under pressure and be decisive
Ability to support multiple accounts/customer environment
Methodical and disciplined approach to work
Self motivation, drive and determination to succeed
Good personal time management and task organization
Ability to structure and organize small projects
Ability to work well in a team
Good understanding of customer satisfaction principles and practices
Willing to work on 24x7 shift hours including weekends/public holidays

Technical :
In depth knowledge of PC technologies and desktop/server hardware and software architectures
Knowledge of cabling and network architectures
Ability to grasp new technical concepts quickly
In depth knowledge of Microsoft applications used on PCs \xe2\x80\x93 MS Office 2003, MS Windows XP knowledge of Lotus Notes mail
Basic understanding of computers and how they are configured
Ability to identify and distinguish between hardware, software, network and server problems;
Skills in the use of PCs and associated software and applications;
Good knowledge of Atos support teams and their interface with customers
Knowledge and experience in the use of customer request recording systems and Atos Service Management Tool
Knowledge and experience in RAS support and general administration

Added Advantage :
Knowledge and experience of MS Server Products \xe2\x80\x93 i.e. SMS, TS, Exchange, MOM, SQL, ISA
Knowledge and experience of McAfee Anti Virus products

#LI-Malaysia

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.