First Line Support Agent

Working Pattern: Monday to Friday, shifts between 07:00-18:00, 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 a driven and enthusiastic First Line Support Agent to join their Service Desk team on exciting campaigns. This entry-level role offers a fantastic opportunity to kickstart a career in IT support, delivering exceptional customer service to end users.

• Handling a high volume of calls and emails from end users, providing clear and professional support
• Troubleshooting issues over the phone or escalating to other support teams when needed
• Offering advice and guidance, even when issues are outside of IT support scope
• Creating and managing support tickets to record resolutions and follow-up actions
• Managing ticket queues and requests efficiently
• Striving to meet quality targets such as First Time Fix Rate and average call duration

• Excellent communication skills with the ability to adapt to all levels of seniority
• A passion for problem solving and delivering results
• Strong computer skills, particularly in MS Office (Word, Excel, PowerPoint, Access)
• The initiative to work independently and take responsibility, while being a team player
• An interest in IT and a good understanding of day-to-day computer use
• Ability to work under pressure in a fast-paced environment and meet deadlines
• Previous experience in customer service or support roles is advantageous but not essential

• Demonstrable skills in MS Office applications
• Outstanding listening and interpersonal skills
• Ability to build rapport quickly and handle challenging situations professionally
• Methodical, disciplined, and organised approach to work
• Self-motivated with a drive for excellence

• BPSS & SC security clearance