1st Line Service Desk Apprentice

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 Group

Atos Group is a global leader in digital transformation with c. 52,000 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.

The Opportunity 

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 UK-based delivery capability, offering long-term careers within the communities of Birmingham from where we operate and will grow our business from over the next decade.  

The Role

Are you the person your friends and family turn to when their computer breaks? Do you have a passion for technology and a desire to develop a career in IT?

We are building a team to provide IT Support and Services to one of our critical public sector clients, with users across the UK. The initial team will work as 1st Line Support Desk Agent, under an Apprentice program, completing a nationally recognized qualification while fulfilling your role. 

You will be the "face" (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently.

Key Responsibilities

As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include:

• Being first Point of Contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues.
• Incident Logging: Accurately logging details of faults and requests into our Service Management tool.
• Troubleshooting: Diagnosing and resolving basic technical issues such as:

• Password resets and account unlock.
• Software installation and Microsoft Office/365 queries.
• Basic hardware faults (Laptops, Printers, Peripherals).

• Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams.
• Customer Service: Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction.
• Learning: Dedicating 20% of your working hours to your apprenticeship studies, workshops, and coursework.

Who We Are Looking For

You do not need previous professional IT experience. We hire for potential and attitude.

Essential Skills & Attributes: 

• Communication: Excellent verbal and written English skills. You will be explaining technical things to non-technical people.
• Passion for Tech: A genuine interest in IT, computers, and how technology works.
• Problem Solving: A logical mind that enjoys figuring out puzzles and fixing things.
• Empathy: Patience and a desire to help people who are frustrated with technical problems.
• Team Player: Willingness to ask for help and support your colleagues.

Minimum Entry Requirements:

• Maths and English GCSE – Grade 4/C or above.
• You must have the right to work in England and have lived here for the last 5 years.

Location:

Birmingham Business Park (Onsite)

What We Offer You

Atos is committed to helping you build a long-term career. Upon successful completion of

your initial apprenticeship, our Internal First policy will enable you to express interest in further roles across our business areas including AI, Cyber Security, or Cloud Engineering.

• Training: Full support to achieve your Level 3 Apprenticeship qualification.
• Mentorship: Coaching, team leadership and pastoral care to support your development.
• Benefits include:

• Competitive apprentice salary.
• 25 days annual leave + bank holidays.
• Private medical insurance and pension scheme.
• Employee discounts (retail, cinema, travel).

Diversity, Equity & Inclusion

At Atos, we want everyone to feel confident and supported throughout the recruitment process. As a proud signatory of the Armed Forces Covenant, Employers Domestic Abuse Covenant (EDAC) and Care Leaver Covenant, we welcome applications from individuals from all backgrounds and life experiences.

As a Disability Confident Leader, we guarantee an interview to disabled applicants who meet the minimum essential criteria for the role. If you require any reasonable adjustments during the recruitment process, please let us know and we will ensure the appropriate support is in place. Please contact the recruiter managing this vacancy or reach out to our dedicated mailbox: [email protected]

We're here to help ensure you can participate fully and showcase your skills and experience.

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.