This site uses cookies. To find out more, see our Cookies Policy

Global Service Desk Agent with German in Sofia at Atos

Date Posted: 1/7/2019

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Unify is a new member of the Atos family, combining Atos’ knowledge and reputation in the IT services market with Unify’s expertise in unified communications and collaboration to provide customers with seamless services solutions for their entire digital portfolio. Within Atos, Unify continues to deliver a unique integrated proposition for unified communications and real time capabilities.

Unify’s portfolio provides organizations with communications tools to foster rich and meaningful conversations across channels, platforms and media for a mobile, real-time and collaborative way to work. With cloud at the center, we deliver a seamless, secure UCaaS experience with solutions that unify multiple voice, video and data networks, connected devices and applications into one easy-to-use platform that allows teams to collaborate securely, effectively and efficiently – anytime, anywhere. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, improves employee satisfaction and enhances business performance.

Principal Responsibilities (Essential Function):

Perform day-to-day IT support activities for the global IT department at Unify. You will receive incidents and service requests from customers, partners, employees and internal stakeholders. You will be responsible for the correct and timely analysis, processing, resolving and routing of the tickets and cases resulting from the incoming requests. You will follow existing guidelines, use case descriptions and processes as well as work together with internal peers and external suppliers.

More specific this may include:

  • Receiving customer and Unify internal requests and issues related to IT services at the 1st support level via various mediums (phone, portal, e-mail,  ...)
  • Reading and/or listening to problem descriptions, information needs and support requests, while showing customer understanding and empathy as well as safeguarding the Unity's business interests and limiting its liabilities and risks.
  • Properly documenting all necessary information in the IT management ticketing system.
  • Interpreting and analyzing the available information for determining the course of action to resolve the incident or fulfill the request.
  • Creating, following-up and updating tickets in the ticket handling and workflow tool and assigning the correct priorities and categories.
  • Guiding the requestors to the appropriate online self-help instruments where-ever relevant.
  • Solving the level 1 category tickets within agreed service level agreements or routing the sufficiently documented tickets to the appropriate level 2 and level 3 teams.
  • Providing feedback, status and resolution information to the requestor and to the relevant stakeholders by using the appropriate tools (such as workflow and ticket documentation and MS office tools)
  • Ensuring compliance with company policies
  • Escalating to respective people / departments for clarification of the requests if required
  • Ensuring a high level of customer satisfaction through professional communication with user
  • Any additional or ad-hock tasks as requested by direct supervisor or functional manager

Job requirements:

  • Qualification:
    • BS/BA or advanced (University) degree in Information Technology; may be substituted for working experience in the function (i.e. internship) where applicable
  • Work Experience required:
    • 0-2 years experience in relevant field required, successful working experience in terms of Internship is a plus
  • Language Skills:
    • English – C1 (it is required that all main responsibilities and internal and external communication will be conducted in English language). Language School Certification is a plus.
    • German - C1
    • Additional language skills in French, Spanish or Portuguese are a plus
  • Personal Skills:
    • Intercultural awareness and strong analytical, verbal, and written communication skills
    • Passion for and ability to understand customer needs and deliver great solutions
    • Ability to deal with complex information & critical and analytical thinking
    • Excellent and demonstrated problem solving skills
    • Quality oriented and well organized
    • Team player
    • Proactive and anticipative
  • Technical Skills: Good knowledge of CRM tools like OTRS and Microsoft Office Suite of tools.

What we offer:

* Excellent remuneration package
* Nicely designed office in the heart of the city next to a metro stop and friendly company culture
* Excellent opportunity to deploy your competences and experience
* Great social benefits (additional health care, extra non-working days, sports card, yoga in the office…)
* Flexible working time: (Monday-Friday) 07:00-16:00; 09:00-18:00; 14:00-23:00
* Long-term career opportunity

If you recognize the opportunity to develop professionally in a multinational company working with skillful co-workers to share experience with, do not hesitate to apply with a CV in English.
All applications will be treated in strict confidentiality. Only short-listed candidates will be contacted.
By applying for our vacancies, it is considered that you give your explicit consent your personal data to be processed, used and kept for the purposes of the recruitment at Unify (an Atos company).


  1. Sales Jobs
  2. Customer Service Jobs