1St Line Support - IT Service Desk Agent

Manpower UK Ltd; Moor Row; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment agency in the UK seeks a motivated 1st Line Support - IT Service Desk Agent. This full-time role requires a customer-focused individual to support IT operations by transcribing ticket details and assisting in ticket management. Candidates must have exceptional customer service skills, IT competency, and relevant security clearances. A comprehensive benefits package includes annual leave, staff discounts, and a development program.

Benefits

25 days annual leave increasing to 33 days

Staff discounts

Pension contribution

Personal Accident Insurance

Eye care vouchers

Referral Schemes

MyPath Development programme

Qualifications

• Experience in customer service and IT support.
• Clearance application required for this role - minimum 5-year UK address history.
• Client BPSS, and SC (security clearance) required.

Responsibilities

• Manually transcribe ticket details and update ticketing systems.
• Maintain ticket logs efficiently as per SLAs.
• Work on team objectives and contribute to team morale.
• Communicate technical information clearly to customers.
• Handle problem escalations with minimal prompting.
• Demonstrate awareness of customer needs.
• Ensure ticket quality meets expectations.
• Quickly learn the ticket logging tool.

Skills

Customer service skills

IT Skills

Job description

1st Line Support - IT Service Desk Agent

Shift Times: The role is full-time (37 hour per week) Monday - Friday on a rota basis having to cover 07:00 - 17:30
Pay Rate: £12.60 Per Hour
Location: Cumbria, CA24 3JZ

We are looking for a positive, flexible, and customer-focused individual to join our team as a 1st Line Service Desk Agent. This is an opportunity is to support a wider IT operation and this is an interim mode of operation where we manually transcribe ticket details and update from one ticketing system to another. This role will require a solid attention to detail and to ensure the tickets comply with standard processes for progression. Full training and support will be given on the job.

Main responsibilities of the role:

• Manually transcribe ticket details and update from one ticketing system to another.
• Queue Management:
  • Ticket logs are maintained in a timely and efficient manner (in line with SLAs)
  • Constantly review all tickets in 1LS queues (supporting set KPI’s)
  • Working to aid avoidance of SLA breach on tickets
  • Manage aged tickets to closure
• Team Working: Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams.
• Communication: Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner.
• Problem Solving and Decision Making: Shows evidence of handling majority of issues/problem escalations and suggests resolutions with minimum prompting from 2LS / Team Leader.
• Customer Service: Demonstrates awareness of customer and business needs.
• Call/contact and Ticket Quality: Demonstrates expected Quality requirements consistently.
• Tools: Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
• Supporting on the DWP ASIS Resource Requests.

Requirements:

• Customer service skills.
• IT Skills
• Clearance application required for this role - minimum 5-year UK address history.
• Client BPSS, and SC (security clearance) required.

What we offer:

• A pre-12-week arrangement of 25 days annual leave per annum, which will increase to 33 days post 12-week arrangement.
• Staff discounts (range of lifestyle goods and services)
• Pension contribution
• Personal Accident Insurance
• Eye care vouchers
• Referral Schemes
• MyPath Development programme (our Global Programme through dedicated Talent coaches that have been accredited to guide employees through a portal of specifically identified online courses through PowerYou training portal)

Please note that this is a Temporary ongoing contract.