First Line Support Agent

Manpower (United Kingdom); Stevenage; Presencial; GBP 18.000 - 19.000; Jornada completa

Descripción de la vacante

Manpower (United Kingdom) is seeking a motivated First Line Support Agent to join the Service Desk in Stevenage. This entry-level IT role focuses on delivering excellent customer service to end users and supporting campaigns.

You will handle calls and emails, troubleshoot issues, create and manage tickets, and work towards targets like First Time Fix Rate. BPSS & SC clearance is required, with shifts from 07:00 to 18:00 and a 37.5-hour work week.

Formación

• BPSS & SC security clearance required.
• Excellent communication and ability to adapt to all seniority levels.
• Strong MS Office skills (Word, Excel, PowerPoint, Access).
• Ability to work independently while being a team player.
• Interest in IT and basic day-to-day computer use.

Responsabilidades

• Handle a high volume of calls and emails from end users, providing clear and professional support.
• Troubleshoot issues over the phone or escalate to other support teams when needed.
• Provide guidance even when issues are outside of IT scope.
• Create and manage support tickets to record resolutions and follow-up actions.
• Manage ticket queues and requests efficiently.
• Aim to meet quality targets such as First Time Fix Rate and average call duration.

Conocimientos

MS Office proficiency

Excellent communication

Problem solving

Work under pressure

Team player

Independent worker

Customer service experience beneficial

Herramientas

Microsoft Office

Descripción del empleo

Working Pattern: Monday to Friday, shifts between 07:00-18:00, 37.5 hours per week

Pay: £12.71 per hour, rising to £13.45 after 12 weeks

Clearance: BPSS & SC required

Our Client, a reputable organisation, is hiring for a driven and enthusiastic First Line Support Agent to join their Service Desk team on exciting campaigns. This entry-level role offers a fantastic opportunity to kickstart a career in IT support, delivering exceptional customer service to end users.

What you'll be doing:

• Handling a high volume of calls and emails from end users, providing clear and professional support
• Troubleshooting issues over the phone or escalating to other support teams when needed
• Offering advice and guidance, even when issues are outside of IT support scope
• Creating and managing support tickets to record resolutions and follow-up actions
• Managing ticket queues and requests efficiently
• 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 computer skills, particularly in MS Office (Word, Excel, PowerPoint, Access)
• The initiative to work independently and take responsibility, while being a team player
• An interest in IT and a good understanding of day-to-day computer use
• Ability to work under pressure in a fast-paced environment and meet deadlines
• Previous experience in customer service or support roles is advantageous but not essential

Skills we can't do without:

• Demonstrable skills in MS Office applications
• Outstanding listening and interpersonal skills
• Ability to build rapport quickly and handle challenging situations professionally
• Methodical, disciplined, and organised approach to work
• Self-motivated with a drive for excellence

Required:

• BPSS & SC security clearance