Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.
With more than 52,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand.
A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.
About Atos GroupAtos Group is a global leader in digital transformation with c. 54,000 employees and annual revenue of c. €7.2 billion, operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.
Role DescriptionThe German Service Desk Representative is responsible for providing customer support and technical assistance to users in a German-speaking environment. The Service Desk Representative will handle incoming inquiries, troubleshoot technical issues, and provide timely resolution or escalate to the appropriate teams.
What You’ll Be Doing Core Responsibilities
- Provide German-language support to users via phone, email, or chat, addressing inquiries, troubleshooting technical issues, and resolving problems.
- Document and track all customer interactions and resolutions accurately in the ticketing system.
- Escalate complex or unresolved issues to the appropriate teams or higher-level support for further investigation and resolution.
- Follow established procedures for incident management, problem management, and service request fulfillment.
- Maintain a high level of customer satisfaction by ensuring timely and effective response and resolution.
- Collaborate with cross-functional teams to identify and implement process improvements and knowledge base updates.
- Stay up-to-date with product knowledge, system updates, and industry trends to provide accurate and relevant information to customers.
- Provide feedback to improve user documentation and knowledge base articles to enhance self-service options for customers.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs) related to response time, resolution time, and customer satisfaction.
- Continuously develop and enhance technical skills and knowledge through training and self-learning. Experience & Qualification.
- Fluent in German and English, both written and verbal communication skills.
- Previous experience in a customer support or service desk role, preferably in a technical support environment.
- Ability to analyze and resolve technical issues independently or through collaboration.
- Excellent customer service and interpersonal skills, with the ability to handle customer inquiries professionally and empathetically.
- Ability to work under pressure and meet tight deadlines in a dynamic and fast-paced environment.
- Strong organizational skills, attention to detail, and the ability to multitask effectively.
- Flexibility to work in shifts, including weekends and holidays, as per business needs.
Skills, Knowledge & Abilities
- * Strong problem-solving and troubleshooting skills
- Adaptability.
- Self-learning.
- Critical thinking.
- Problem-solving.
- Attention to detail.
- Communication and teamwork. Performance Standards
- Response Time.
- First Contact Resolution.
- Customer Satisfaction.
- Ticket Documentation and Management.
- Technical Knowledge.
- Language Proficiency.
- Incident Resolution Time.
- Quality of Service.
- Knowledge Sharing.
- Professionalism and Collaboration.
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.
