First Line Support Analyst

Manpower; Coleshill Heath; On-site; GBP 18,000 - 19,000; Full time

Job summary

Manpower, Inc. in Birmingham is seeking a First Line Support Agent to join their service desk on Atos campaigns. This entry-level IT support role focuses on delivering friendly customer service and resolving end-user issues at the first point of contact.

You'll handle high call volumes, log tickets, and escalate where needed, with a 37.5-hour week, Monday to Friday, onsite at B37 7YQ. Competitive hourly pay of £12.71 rising to £13.45 after 12 weeks.

Qualifications

• Excellent communication, listening and interpersonal skills.
• Ability to build rapport with customers quickly and gather required information.
• Professional approach handling a wide variety of customers and situations.
• Methodical, disciplined and organised in daily tasks.
• Self-motivated team player with drive for excellence.

Responsibilities

• Handle a high volume of calls from end users and provide clear support.
• Assess issues to identify problems and decide action (troubleshoot or escalate).
• Provide guidance including when issues fall outside IT support scope.
• Create and manage support tickets recording resolutions and follow-up actions.
• Manage ticket queues ensuring timely updates and resolutions.
• Deliver high level customer support to users at all levels.
• Strive to meet quality targets like First Time Fix Rate and call duration.

Skills

MS Office

Communication skills

Problem solving

Customer service

Teamwork

Independence

Attention to detail

Time management

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

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