Requirements
The L1 Support Analyst will provide first-line support, manage incidents and service requests, perform basic troubleshooting for web, mobile, CRM, data, and AI services, and escalate issues as needed. Key skills include experience with ticketing systems, understanding of triage and escalation processes, good documentation and communication skills, and a strong customer service mindset. The role requires the ability to follow documented procedures and contribute to the knowledge base.
Description
About Atos Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over € 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 (Societies 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.Position SummaryThe L1 Support Analyst is responsible for providing first-line support to users, managing incoming incidents and service requests, performing initial troubleshooting, and ensuring issues are appropriately resolved or escalated. The role acts as the first point of contact for users and works closely with L2 and specialist support teams to ensure timely and effective issue resolution.The L1 Support Analyst follows established procedures, uses available knowledge resources, maintains accurate service records, and ensures clear and timely communication with users throughout the support process.Key ResponsibilitiesProvide first-line support and assistance to users across supported business and IT services.Act as the initial point of contact for incidents, service requests, and user queries.Monitor, review, categorize, prioritize, and triage incoming support tickets.Perform basic troubleshooting using documented procedures, knowledge articles, and standard operating procedures.Support basic troubleshooting for web, mobile, CRM, data, and AI-related services.Identify and resolve known issues using established solutions and knowledge articles.Provide users with clear guidance and appropriate workarounds where available.Escalate unresolved, complex, or out-of-scope issues to L2 or relevant specialist teams.Ensure escalated tickets contain accurate troubleshooting information and relevant details.Monitor assigned tickets and follow up to ensure timely progression and resolution.Maintain accurate and complete service records, including actions taken, troubleshooting performed, and resolution details.Communicate clearly and professionally with users and support teams regarding ticket status and next steps.Use monitoring alerts and predefined procedures to identify and respond to service issues.Update and maintain knowledge articles based on recurring issues, known errors, and new resolutions.Follow defined support processes, procedures, escalation paths, and service-level requirements.Contribute to continuous improvement of the L1 support process and knowledge base.Required Skills & CompetenciesTechnical / Service Management SkillsBasic troubleshooting skills across web, mobile, CRM, data, and AI services.Experience with ticketing or service management tools.Understanding of first-line ticket triage and categorization.Ability to follow knowledge articles and standard operating procedures.Understanding of known-error handling and standard escalation processes.Basic ability to interpret monitoring alerts and follow predefined response procedures.Good documentation and ticket-management skills.Soft SkillsStrong customer service and user-support mindset.Patience and professionalism when assisting users.Clear and effective written and verbal communication.Strong attention to detail.Good organization and time-management skills.Ability to work effectively as part of a support team.Responsive and proactive approach to user issues.Ability to remain calm and structured when handling multiple support requests.Key AccountabilitiesProvide effective and timely L1 support.Ensure accurate ticket triage, categorization, and prioritization.Resolve basic and known issues within the scope of L1 support.Escalate issues appropriately and in a timely manner.Maintain accurate and complete support documentation.Keep users informed about ticket progress and resolution.Contribute to the quality and continuous improvement of the knowledge base.Follow agreed support processes and service-level expectations.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.