First Line Support Analyst

Manpower UK; Birmingham; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

Manpower UK in Birmingham is seeking a First Line Support Agent to join our on-site IT support team. The role involves handling a high volume of end-user calls, providing professional support, and creating and managing tickets to track resolutions and follow-ups.

The successful candidate will have strong communication and customer service skills, solid IT foundations, and the ability to work both independently and as part of a team.

Qualifications

• 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.

Responsibilities

• Handle a high volume of calls from end users, providing clear and professional support.
• Assess issues to identify problems and determine the best course of action (troubleshooting or escalation to 2nd Line Support).
• Provide advice and guidance, including when issues fall outside of IT support scope.
• Create and manage support tickets to record resolutions and required follow-up actions.
• Manage ticket queues and ensure timely updates and resolutions.
• Deliver a high level of customer support to users at all levels of seniority.
• Strive to meet quality targets such as First Time Fix Rate and average call duration.

Skills

MS Office

Communication skills

Customer service

Problem solving

IT foundations

Team player

Work under pressure

Job description

First Line Support Agent

Location: Birmingham - B37 7YQ (100% onsite)

Working Pattern: Monday to Friday, shifts between 07:00-19:00, 37.5 hours per week

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

Clearance: BPSS & SC required

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 accuracyAbility 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