First Line Support Agent

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

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.