Service Desk Trainer

About Atos

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. €10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high‑performance computing, Atos Group is committed to a secure and decarbonised future and provides tailored AI‑powered, end‑to‑end solutions for all industries.

Atos is a SE (Societas Europaea) and listed on Euronext Paris.

Atos is investing in a new UK‑based Level 1 Support Service Desk team and is looking to appoint a Service Desk Trainer to ensure outstanding service levels and continuous development of our people. The role will support the growth of our centralised delivery and provide opportunities for your own development.

The UK Service Desks deliver high‑quality First‑line, Second‑line and Third‑line support services to clients using refined processes, tools and techniques. The Service Desk Trainer focuses on the design, implementation, measurement and management of the Service Desk Training, utilising tools effectively to meet business requirements and SLAs.

• Fully support all aspects of UKSD training and associated materials, offering effective solutions to issues raised and proactively seeking alternate resolutions to meet customer requirements.
• Anticipate and identify training and development needs within areas of responsibility.
• Respond to ad‑hoc training requests and validate training, signing off competence.
• Manage the effectiveness of training and develop bespoke interventions based on individual, team and operational needs.
• Support business‑related projects and deliver induction, technical, product and customer‑service training programmes.
• Analyse UKSD training requirements, book courses and schedule training sessions.
• Evaluate training outcomes and contribute to service improvements within the operation.
• Co‑ordinate occasional UK‑wide travel to client locations as required.

• Demonstrable skills in MS Office (Word, Excel, PowerPoint, Access).
• Excellent communication, listening and interpersonal skills.
• Knowledge of training and development best practice and recognised external benchmarks.
• Demonstrable leadership experience and group dynamic skills.
• Previous experience supporting the development of apprentices.
• Excellent research and problem‑solving skills.
• Ability to work under pressure and take initiative.
• Methodical and disciplined approach to prioritise work effectively.
• Team player with drive for excellence and self‑motivation.
• Ability to develop close working relationships with customers, understanding their business processes and operating environments.
• Ability to contribute to the definition and structuring of projects.
• Good understanding of the technical structure of the Service Desk and tools used.

Commit to building excellent, long‑term relationships with customers, based on a full understanding of their needs and dedication to meeting expectations.

• Knowing customer needs.
• Commitment to customer needs.
• Building customer relationships.
• Creating customer value.
• Acting in the best interest of the customer.
• Identifying the customer's actual needs and being dedicated to satisfying them.
• Taking every customer complaint seriously and acting appropriately.
• Initiative in sourcing relevant information on trends and best‑in‑class practices.

Working together by involving others in goals and plans, sharing knowledge, and fostering collaboration.

• Facilitating teamwork.
• Being a team player.
• Creating successful teams.
• Effective communication and cooperation.
• Active interest in all team members’ viewpoints.
• Sharing relevant information.
• Prioritising common goals over personal goals.
• Cooperating with customers and internal team members.

• Being flexible.
• Managing change.
• Openness to new ideas and solutions.
• Working effectively in uncertain or ambiguous situations.
• Seamlessly shifting focus between tasks.
• Responding quickly to changing priorities.