Spotlight on the Service Desk

Helping you start your digital journey

Working on the Service Desk

This year we’re hiring apprentices to join our busy IT Service Desks in both Crewe and Livingston. Here’s your opportunity to find out more about life as an apprentice, as part of our Service Desk team. We’re a busy team, but there are lots of support and activities around the day job that help to ensure a lively and engaging place to work for everyone.

Open Communication

At Atos we believe open communication is an important part of work; and we have lots of different ways for our team members to contribute to the improvement of the business and how our teams work.

Our daily team chats ensure everyone has live updates on priorities for the day, and regular one to one’s with your manager will ensure you are fully supported as an apprentice. Our weekly and monthly team meetings encourage open discussion where we share news, celebrate success, discuss challenges and encourage innovations.

Celebrating Success

We’re keen to recognise individual and team achievements, and there are lots of ways we do this. Peer to peer awards enable colleagues to recognise each other for going the extra mile; positive customer feedback can also lead to accolades and our Employee of the Month and annual awards evening recognises excellence in service and contributions throughout the year.

Regular team social activities, whether it’s local quiz nights, bowling, or a meal out, enable us to spend time getting to know each other and relaxing together.

Community Support

Supporting the local community that we work in is important to everyone at Atos. We’re always looking to support local charities, whilst having fun at the same time!

Whether it’s fancy dress days, coffee mornings to help Macmillan Cancer Support, or partnering with Mind to support the mental health of young people, we’re keen to get involved. This summer the Crewe office will host the annual Atos charity football match and barbeque, raising money for Cancer Research.

If charity work is something you want to be part of, it is easy to get involved with, and as a company, Atos matches any funds we raise locally, doubling our contribution to great causes.

Apprenticeship Opportunities

Our apprenticeships offer a structured learning journey to provide you with all the technical and business skills you need to become a valuable asset to any digital team.

Supporting our high-profile clients, your interpersonal skills as well as your technical skills will be developed as you troubleshoot IT issues on the phone with end users to provide timely and effective fixes. Using our internal systems, you’ll log key incidents and refer issues to specialist teams, where further investigation is required. You’ll receive comprehensive training and development on all aspects of the role, to ensure you can communicate well with our customers, using your initiative and a range of tools to resolve a multitude of IT issues.

Are you passionate about technology? Do you enjoy working with people? Do you want to receive training and qualifications that matter in the workplace? Read more about our IT Customer Service Apprenticeship here

What our apprentices have to say

We caught up with three of our apprentices to find out more about life as an apprentice on the Atos Service Desk.

What does your day to day job entail?

Alannah: I work in the Livingston team, offering IT support for a large public sector client. I take calls from customers, in my case, my client’s employees, and troubleshoot their IT issues to find a resolution. In some cases these issues can be resolved straight away, for example resetting of system or application passwords.

Nathan: It’s the same for me in Crewe. Sometimes I can resolve the issue myself, for example resetting a password or running a script on a computer. However, there are other systems and issues that I am unable to resolve over the phone. In these situations I gather the relevant details and refer the issue to another team to investigate and resolve the issue.

It certainly sounds busy! What else do you get involved with?

Matt: I have been involved in a few different projects. I tested and distributed a piece of audio software to help training on the Service Desk, and I am a mentor to other agents who may need technical advice. I’m always happy to receive a message from a colleague to help them with a call that they may be struggling with.

Nathan: I have been able to use the skills I have gained from the apprenticeship training to create tools in PowerShell that are used by myself and my colleagues to assist with troubleshooting and ticket logging, which helps to improve the service we offer.

There’s lots of variety by the sounds of it. And what have you learned since starting your apprenticeship?

Alannah: I have been able to apply my knowledge from my apprenticeship training in order to help myself and others during work; developing a good understanding of issues which can affect our customers and how to resolve these.

Matt: I have learned a lot, ranging from keyboard shortcuts to advanced networking techniques. I have learnt a lot about the specific contract on which I work and have become more and more familiar with the tools that they use.

Nathan: It’s the same for me. I’ve learnt a lot about the specific systems that are used by our customers and this has led to me training new starters on the contract I work on and assisting my colleagues by passing on the knowledge I have gained.

That’s great to hear! How have you developed personally since starting your apprenticeship?

Matt: I’ve learnt a lot about the working world and have a much better idea for my future career and what I want to do going forward.

Nathan: Since starting my apprenticeship my confidence has increased significantly. I have also learned a lot about organisation and planning due to the deadlines that I have to meet for the apprenticeship and the meetings that I attend.

Alannah: My confidence has also increased dramatically. Working with other apprentices, colleagues and customers has brought me out of my shell. When leaving school, I was unsure of what career I wanted to start in however Atos and the apprenticeship have shown me a variety of opportunities expanding my future options whilst giving me a great starting platform.

And finally, what do you enjoy most about working on the Service Desk?

Nathan: The best thing about the Service Desk team is that everyone is always willing to support you. If I am ever stuck, I can ask anyone and they will either be able to assist me or point me in the direction of someone else who can help.

Matt: I agree, the best thing about the team is the people. Everyone is supportive, friendly and morale is always high. The management team are approachable, and everyone is always willing to help each other out. And there is a dedicated team of people who arrange office events and social activities, so it’s not just all about work!




Want to find out more? Join our Open Evening in Crewe

If you’re interested in joining our Crewe team, join our opening evening at our office in central Crewe. It’s a great opportunity to find out more about the opportunities available, meet our current apprentices and receive hints and tips for a successful application process.

The event is open to prospective candidates, as well as parents, guardians and teachers who may wish to attend.

Crewe Open Evening: 02 July 2019, at 5pm

To receive full details and register for the event, please email

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