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Atos IT Solutions & Services, Inc. Service Desk-RRT TL/Trainer in Harrison, New York

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

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.

Job Requirements and Areas of Responsibility Process:

\* Identify, create, deliver and maintain training material for the Service Desk

\* Deliver specialized training to internal/external staff, and sometimes customer staff, through multiple methods (instructor led, cbt, web based)

\* Proactively seek improvements and enhancements to service support

\* Analyze account(s) data and provide weekly/monthly trend reporting to Service Desk Management for internal improvements Employees

\* Utilize account specific tools to ensure Agents have the proper access and training to provide service support

\* Increase the skills, productivity and quality of trainees

\* Train, coach, mentor and develop new and existing agents

\* Help coordinate, administer and track Service Desk recognition programs Communication:

\* Provide feedback to Account Teams and Operations management via conference calls, reports, etc. on status of account activities

\* Escalation of account or Service Desk process failures to operations management

\* Professional and effective communications with agents, AMO's, customers, and management


\* Support leadership initiatives to improve and enhance service support within the Service Desk

\* Receive and handle calls when required to assist team in meeting metrics requirements

\* Perform other necessary projects as required manager

Skills Requirement Competencies:

\* Must be comfortable delivering training to groups ranging in size from 2 to 30 and up to 200 both in person and via online delivery

\* Customer focused

\* High take charge initiative

\* Proven documentation skills

\* Ability to prioritize

\* Strong organizational skills

\* Ability to drive projects/tasks to completion

\* Strong communication and presentation skills

\* Ability to speak clearly with both technical and non-technical customers in a support role

\* Technical aptitude

\* Strong aptitude for the technology industry

\* Ability to spell and use proper syntax in communications and logs

\* Ability to perform repetitive tasks \* Ability to work with limited supervision

Professional Experience/Education:

\* 2 year or 4 year degree in related discipline or equivalent combination of education and experience preferred

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.

Atos is an Equal Opportunity Employer: disability/veteran