1st Line Support - IT Service Desk Agent

Manpower; London; Remote; GBP 1,000; Full time

Job summary

A leading company is seeking a motivated 1st Line Support - IT Service Desk Agent in London for a temporary full-time role. The position involves ticket management, customer service, and collaboration within a team. Comprehensive training is provided, ensuring you can swiftly adapt to required systems and excel in assistance. Notable benefits include a generous leave package and development opportunities.

Benefits

25 days annual leave, increasing to 33 days

Staff discounts on lifestyle goods and services

Pension contribution

Personal Accident Insurance

Eye care vouchers

Referral schemes

MyPath Development programme with online courses

Qualifications

• Minimum 5-year UK address history for security clearance required.
• Client BPSS and SC security clearance needed.

Responsibilities

• Manually transcribe ticket details and update systems.
• Manage individual queues to targets maintaining ticket logs in line with SLAs.
• Suggest resolutions and handle issues independently.

Skills

Customer service skills

IT skills

Tools

Ticket logging tools

Job description

1st Line Support - IT Service Desk Agent

Shift Times: The role is full-time (37 hours per week). You must be flexible Mon-Fri between 7 am- 7 pm. (remote working)

Pay Rate: £12.60 Per Hour

Location: London WC1V 6EA

We are looking for a positive, flexible, and customer-focused individual to join our team as a 1st Line Service Desk Agent.

This role supports a wider IT operation and involves manually transcribing ticket details and updating systems. Full training and support will be provided.

Main responsibilities:

• Manually transcribe ticket details and update from one ticketing system to another.
• Queue Management: Manage individual queues to targets with minimal supervision, maintaining ticket logs in line with SLAs, reviewing tickets, avoiding SLA breaches, and closing aged tickets.
• Team Working: Collaborate effectively with team members and contribute to team objectives and morale.
• Communication: Communicate clearly and concisely, translating technical jargon for customers.
• Problem Solving: Handle issues and escalations independently, suggesting resolutions.
• Customer Service: Be aware of customer and business needs.
• Tools: Quickly learn and use ticket logging tools and other systems.
• Support DWP ASIS Resource Requests.

Requirements:

• Customer service skills
• IT skills
• Minimum 5-year UK address history for security clearance
• Client BPSS and SC security clearance

What we offer:

• Pre-12-week arrangement of 25 days annual leave, increasing to 33 days afterwards
• Staff discounts on lifestyle goods and services
• Pension contribution
• Personal Accident Insurance
• Eye care vouchers
• Referral schemes
• MyPath Development programme with online courses

This is a temporary ongoing contract.

Job Info

• Job Title: 1st Line Support - IT Service Desk Agent
• Company: Manpower
• Location: London
• Closes: Jul 27th 2025
• Sector: Administration
• Contract: Temporary
• Hours: Full Time