First Line Support Analyst

Manpower; Coleshill Heath; Vor Ort; GBP 25.000 - 27.000; Vollzeit

Zusammenfassung

Manpower is hiring a First Line Support Agent in Birmingham for an onsite IT Service Desk role on Atos campaigns. This entry-level position offers a practical start in IT support, delivering strong customer service while assisting end users with IT needs.

You will handle a high volume of calls, troubleshoot issues or escalate to 2nd Line, create and manage tickets, and work toward targets like First Time Fix Rate and average call duration. Strong communication and MS Office skills are essential.

Qualifikationen

• Proven ability to communicate clearly with users at all levels.
• Strong problem solving and troubleshooting mindset.
• Experience delivering good customer service in a fast-paced environment.

Aufgaben

• Handle a high volume of calls from end users with clear support.
• Troubleshoot issues or escalate to 2nd Line Support as needed.
• Create and manage support tickets recording resolutions and follow-ups.
• Manage ticket queues and provide timely updates and resolutions.
• Maintain high levels of customer service across all levels of seniority.
• Work toward targets like First Time Fix Rate and call duration.

Kenntnisse

MS Office

Communication

Customer service

Problem solving

Team player

Jobbeschreibung

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