First Line Support Analyst

First Line Support Agent

Location:

Birmingham - B37 7YQ
(100% onsite)
Working Pattern:
Monday to Friday, shifts between 07:00-19:00, 37.5 hours per week
Pay: £12.71 per hour, rising to £13.45 after 12 weeks
Clearance: BPSS & SC required

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