Onsite IT Service Desk: First Line Support Agent

Manpower

Coleshill Heath

On-site

GBP 28,000 - 33,000

Full time

3 days ago

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Job summary

Manpower is seeking a First Line Support Agent to join a Service Desk team in Birmingham on a 100% onsite basis. The role involves handling end-user IT support calls, troubleshooting, and ticket management within a fast-paced environment.

The ideal candidate will have strong communication skills, a customer-focused mindset, and a willingness to develop IT support experience. The position operates on a 12-hour shift rotation (07:00-19:00), averaging 37.5 hours per week, including bank holidays.

Qualifications

Excellent communication and adaptability to different levels of seniority.
Strong problem-solving and customer service skills in challenging situations.
Willingness to learn IT support basics and progress in a service desk role.

Responsibilities

Handle a high volume of calls from end users and provide clear, professional support.
Assess issues and decide on troubleshooting vs escalation to 2nd Line Support.
Create and manage support tickets, track resolutions and follow-up actions.
Manage ticket queues and ensure timely updates and resolutions.
Deliver high levels of customer support to users at all levels of seniority.
Aim to meet quality targets such as First Time Fix Rate and call duration.