Onsite First-Line IT Support Analyst

Manpower; Coleshill Heath; On-site; GBP 25,000 - 27,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

MS Office

Communication

Customer service

Problem solving

Team player

Job description

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.