Helpdesk Agent

Role overview

AtkinsRéalis is hiring a Helpdesk Agent to handle customer service interactions across telephone, email, web-based requests, and in-person visits. The role focuses on responding quickly, keeping accurate records, and ensuring customers receive clear and correct support.

Key duties

• Manage service requests coming in through phone calls, outgoing calls, emails, web forms, and walk-in visits.
• Address customer questions with accurate and timely information.
• Keep system records current and complete.
• Follow up promptly so customer concerns are closed satisfactorily.
• Learn and apply the programs, tools, and procedures needed to do the job well.
• When needed, work with customers to help reach a resolution.
• Share updates and status information with management.
• Handle difficult or escalated conversations with professionalism, diplomacy, and tact.
• Route complaints and escalations to the appropriate management channels.
• Provide management with observations about recurring issues or opportunities to improve.
• Suggest process enhancements where improvements can be made.
• Carry out additional responsibilities as assigned by management.

Skills and working approach

• Strong attention to confidentiality.
• Comfortable using a personal computer and Microsoft Office applications.
• Clear written, verbal, and interpersonal communication.
• Ability to collaborate effectively within a team.
• Capability to manage multiple tasks in a fast-moving environment.
• Good planning, prioritization, and organizational skills.
• Flexibility to work according to changing schedules.

Additional expectations

The role requires a customer-focused mindset, steady communication with management, and the ability to contribute ideas for better service delivery and improved internal processes.