First Line Support Agent

Manpower; Coleshill Heath; On-site; GBP 28,000 - 33,000; Full time

Job summary

Manpower is seeking a First Line Support Agent to join a Service Desk team in Birmingham on a 100% onsite basis. The role involves handling end-user IT support calls, troubleshooting, and ticket management within a fast-paced environment.

The ideal candidate will have strong communication skills, a customer-focused mindset, and a willingness to develop IT support experience. The position operates on a 12-hour shift rotation (07:00-19:00), averaging 37.5 hours per week, including bank holidays.

Qualifications

• Excellent communication and adaptability to different levels of seniority.
• Strong problem-solving and customer service skills in challenging situations.
• Willingness to learn IT support basics and progress in a service desk role.

Responsibilities

• Handle a high volume of calls from end users and provide clear, professional support.
• Assess issues and decide on troubleshooting vs escalation to 2nd Line Support.
• Create and manage support tickets, track resolutions and follow-up actions.
• Manage ticket queues and ensure timely updates and resolutions.
• Deliver high levels of customer support to users at all levels of seniority.
• Aim to meet quality targets such as First Time Fix Rate and call duration.

Skills

Excellent communication

Problem solving

Customer service

Independent worker

Team player

Learn quickly

Work under pressure

Target driven

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