Service Desk Trainer

About Atos Group

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 are investing in our future by investing in yours. We have recently announced our intentions to provide services to many of our customers through a UK‑based delivery capability, offering long‑term careers within the communities of Birmingham from where we operate and will grow our business over the next decade.

The first stage of this investment is to build a new Level 1 Support Service Desk team and we are seeking to appoint a new Service Desk Trainer to ensure we maintain and deliver outstanding levels of service to our customers, and continually develop our people. As the footprint of our new centralised delivery grows, opportunities for your own development will be mirrored as we bring more clients and services on board.

The UK Service Desks are responsible for the delivery of high quality First line, Second line and Third line support services to our clients, using refined processes, tools and techniques. As part of this function, the UK Service Desk Trainer focuses on the design, implementation, measurement and management of the Service Desk Training, utilising tools effectively ensuring that stated business requirements for the Service Desk are consistently met to assist in achieving all associated SLAs.

• Full understanding of the Service Desk’s requirements of both the customer and Atos and ensure that relevant training materials and programmes are designed to ensure the Service Desk operation’s agents are best equipped to provide a ‘best in class’ experience for our customers.
• Take proactive measures to improve the Service Desk training and associated outputs from this support are implemented.

The main purpose of the UK Service Desk Trainer is to fully support all aspects of the UKSD training and associated materials, offering effective solutions to issues raised and to proactively seek alternate resolutions and implement them to still meet customer requirements.

• Anticipating and identifying training and development needs within areas of responsibility
• Responding to ad‑hoc training requests
• Validating training and signing off competence
• Managing the effectiveness of training
• Developing bespoke training interventions based on individual, team and operational needs
• Supporting business related projects
• Delivering induction, technical, product and customer service training programmes
• Analysis of the UKSD training requirements
• Course bookings and scheduling
• Evaluations
• Contributing to service improvements within the operation
• The role is UK‑wide so may require occasional UK‑wide travel to client locations.

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

Commit to building excellent, long‑term relationships with customers, based on a full…