First Line Support Agent

Manpower UK; Stevenage; Presencial; GBP 18.000 - 19.000; Jornada completa

Descripción de la vacante

Our Client in Stevenage is seeking a driven First Line Support Agent to join their service desk. This entry-level, fully on-site role offers a fantastic start to a career in IT support, providing high-quality customer service to end users.

The position operates Monday to Friday, 07:00–18:00, 37.5 hours weekly, with pay starting at £12.71 per hour and increasing to £13.45 after 12 weeks. BPSS and SC clearance are required for this opportunity.

Formación

• Excellent communication skills across all levels of seniority.
• Strong problem-solving and results-oriented mindset.
• MS Office suite proficiency (Word, Excel, PowerPoint, Access).
• Independent initiative with ability to work in a team.
• Interest in IT and everyday computer use.

Responsabilidades

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

Conocimientos

MS Office proficiency

Communication skills

Problem solving

Customer service

Independent and team player

Descripción del empleo

Job Details

This temporary First Line Support Agent role in Stevenage sits within a service desk team, working fully onsite. The working pattern is Monday to Friday, covering shifts between 07:00 and 18:00 across 37.5 hours weekly. Pay starts at £12.71 per hour, rising to £13.45 after twelve weeks. Duties include handling a high volume of calls and emails from end users, troubleshooting problems over the phone, escalating unresolved matters to other support teams, and offering clear advice and guidance. BPSS and SC clearance are required. Applicants should demonstrate strong customer service, communication and problem-solving abilities, with an interest in starting an IT support career.

First Line Support Agent Location: Stevenage (100% onsite)

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 andamp; 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 andamp; SC security clearance