Entry-Level IT Support Desk Agent – Onsite

Manpower Group (UK); Birmingham; Hybrid; GBP 19,000 - 22,000; Full time

Job summary

ManpowerGroup (UK) is seeking a First Line Support Agent to join the Service Desk in Birmingham (onsite) on a 12-hour shift rotation. The role focuses on delivering strong customer service for end users and supporting IT needs, with BPSS & SC clearance required.

You will handle calls, troubleshoot or escalate issues, and manage support tickets while maintaining a professional approach in a fast-paced environment.

Qualifications

• Proven MS Office skills (Word, Excel, PowerPoint, Access).
• Excellent communication and interpersonal abilities.
• Ability to handle high volumes of calls with professionalism.
• Customer service experience and goal-oriented mindset.
• Team player who can work independently when needed.

Responsibilities

• Handle a high volume of end-user calls with clear, professional support.
• Assess issues and decide on troubleshooting or escalation to 2nd line.
• Provide guidance and document actions; identify when issues fall outside IT scope.
• Create and manage support tickets; log resolutions and follow-up actions.
• Manage ticket queues and ensure timely updates and resolutions.
• Deliver high levels of customer service across all levels of seniority.
• Work to quality targets such as First Time Fix Rate and call duration.

Skills

MS Office

Excellent communication

Problem solving

Customer service

Team player

Learn processes quickly

Work under pressure

Target oriented

Tools

MS Office

Job description

ManpowerGroup (UK) is seeking a First Line Support Agent to join the Service Desk in Birmingham (onsite) on a 12-hour shift rotation. The role focuses on delivering strong customer service for end users and supporting IT needs, with BPSS & SC clearance required.

You will handle calls, troubleshoot or escalate issues, and manage support tickets while maintaining a professional approach in a fast-paced environment.