First Line Support Agent Review

Answering calls from users who are having issues with their computers, I then have to troubleshoot the issue and either correct the issue, provide a work around or log a ticket across to the relevant team. If I have to log a ticket to a relevant team then I have to gather all of the correct contact details for the user as well as having to describe accurately what the issue is on the ticket and what I have tried to resolve it.

Since starting my apprenticeship I have achieved 3 MTA qualifications, a BCS qualification and I have learnt a great deal about windows operating systems such as tricks to get things working when they aren't or alternate ways to do things if it doesn't work the first time. I have also learnt a lot about dealing with people as in if you want someone to do something for you, upi have to word it right so that they do exactly what you want them to do and don't end up dong something different.

I enjoy the program a lot, the environment I work in is very enjoyable, it can be challenging at times when it is extremely busy but my colleagues help to keep morale up. I enjoy troubleshooting the issues that occur as they can be challenging and they teach you a lot very quickly about computers, I also enjoy having all of my colleagues around me to help me when I get stuck with an issue.

I feel that my line manager very much appreciates the work that I do and I feel that I am a valued member of the team. I have one to one meetings with my line manager where we go over how work has gone prior to the one to one meeting and the feedback I receive in those meetings is always really positive, my scores that I get through from my quality analyst also show that I am a valued member of the team as I get good results that show that I am doing everything as I should be.

The employment side of my apprenticeship is very organised I always know what I need to be doing and if I need help from someone there is always someone who is there to help me. The education side of my apprenticeship was not very organised at the start, I did not know when my courses were, what time they started or where I had to go to get there but after the first couple of months the organisation significantly improved and I now know where and when my courses are with plenty of notice.

If I ask for help my training provider will try and help, they are not always the quickest to respond but generally they do respond.

My employer supports me very well, if I need help with anything they will always help and will get the issue resolved for me. There are 3 Team Leaders and a number of Deputy team leaders in my office, all of which I can approach at any time if I have any issues and they will always help me with them and if they cannot help me with an issue then they always help me find someone who can help me with my issue.

My salary covers all of my monthly costs and leaves me with some money left over to allow me to deal with any issues that may occur in a month. When I started at atos I worked out my monthly expenditure and how much that would leave me at the end of each month to ensure that I could deal with any issues that may happen and have money left over, I still keep to this spreadsheet that I made and it still sees me to the end of the month with money left over.

There are lots of activities that happen outside of work, there is a whole department that deal with Graduates, Interns and Apprentices and they frequently organise visits and activities outside of work.

Yes

they are a company that covers an extremely large number of IT solutions and they offer great career prospects. They offer job roles that are suited to most people, there are advanced IT roles in second line teams as well as first line support teams when working on service desks. There are also leadership roles available and paths are made available to employees to allow them to escalate through the business into roles that will suit the employee best. They are a company that also deal with huge events such as the Olympics and there is the potential for an employee to be part of putting on such a huge event which would be an incredibly rewarding thing to be able to do.

There are lots of steps to the application process but stick with it. The quizzes and test that they say you need to complete may seem like they are incredibly difficult but they are designed to be that way, as long as you answer every question honestly then you shouldn't have anything to worry about on your application. Should you get a place at Atos when you start there is a lot to learn and it can seem like you'll never learn any of it but after a while you start to learn most of the things and if you get stuck then there are always colleagues around you who would be happy to help you.