First Line Support Agent

First Line Support Agent

Location:

Birmingham - B37 7YQ
(100% onsite) Pay: £14.80 per hour Clearance: BPSS & SC required Working Pattern: 12 hour shift rotation 07:00-19:00 Monday to Sunday, including bank holidays. Working an average of 37.5 hours per week based on the following rotation: 4 off - 5 on - 5 off - 4 on - 5 off - 5 on Our client, a reputable organisation, is hiring for driven and enthusiastic First Line Support Agents to join their Service Desk team on exciting Atos campaigns.

This entry-level role offers a fantastic opportunity to kickstart a career in IT support, delivering exceptional customer service while supporting end-user IT needs. What you'll be doing:
* Handling a high volume of calls from end users, providing clear and professional support
* Assessing issues to identify problems and determine the best course of action (troubleshooting or escalation to 2nd Line Support)
* Providing advice and guidance, including when issues fall outside of IT support scope
* Creating and managing support tickets to record resolutions and required follow-up actions
* Managing ticket queues and ensuring timely updates and resolutions
* Delivering a high level of customer support to users at all levels of seniority
* Striving to meet quality targets such as First Time Fix Rate and average call duration What you'll bring:
* Excellent communication skills with the ability to adapt to all levels of seniority
* A passion for problem solving and delivering results
* Strong customer service experience, with the ability to remain professional in challenging situations
* Good IT foundations and an interest in developing a career in IT support (previous service desk experience is advantageous)
* Strong computer skills, particularly in MS Office (Word, Excel, PowerPoint, Access)
* The initiative to work independently while contributing effectively within a team
* Ability to learn processes quickly while maintaining accuracy
* Ability to work under pressure in a fast-paced environment and meet deadlines
* Experience working towards targets and deadlines is desirable Skills we can't do without:
* Demonstrable skills in MS Office applications
* Excellent communication, listening, and interpersonal skills
* Ability to build rapport quickly with customers and gather required information efficiently
* Professional approach when handling a wide variety of customers and challenging situations
* Methodical, disciplined, and organised approach to work
* Self-motivated team player with a strong drive for excellence
* Commitment to delivering high-quality service and customer excellence If you receive suspicious outreach claiming to be from us, please contact us via the Manpower Group website.