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 ManpowerGroup website.

This listing is from Reed. View original listing ↗