Service Desk: First-Line IT Support Agent

Manpower (United Kingdom); Stevenage; On-site; GBP 18,000 - 19,000; Full time

Job summary

Manpower (United Kingdom) is seeking a motivated First Line Support Agent to join the Service Desk in Stevenage. This entry-level IT role focuses on delivering excellent customer service to end users and supporting campaigns.

You will handle calls and emails, troubleshoot issues, create and manage tickets, and work towards targets like First Time Fix Rate. BPSS & SC clearance is required, with shifts from 07:00 to 18:00 and a 37.5-hour work week.

Qualifications

• BPSS & SC security clearance required.
• Excellent communication and ability to adapt to all seniority levels.
• Strong MS Office skills (Word, Excel, PowerPoint, Access).
• Ability to work independently while being a team player.
• Interest in IT and basic day-to-day computer use.

Responsibilities

• Handle a high volume of calls and emails from end users, providing clear and professional support.
• Troubleshoot issues over the phone or escalate to other support teams when needed.
• Provide guidance even when issues are outside of IT scope.
• Create and manage support tickets to record resolutions and follow-up actions.
• Manage ticket queues and requests efficiently.
• Aim to meet quality targets such as First Time Fix Rate and average call duration.

Skills

MS Office proficiency

Excellent communication

Problem solving

Work under pressure

Team player

Independent worker

Customer service experience beneficial

Tools

Microsoft Office

Job description

Manpower (United Kingdom) is seeking a motivated First Line Support Agent to join the Service Desk in Stevenage. This entry-level IT role focuses on delivering excellent customer service to end users and supporting campaigns.

You will handle calls and emails, troubleshoot issues, create and manage tickets, and work towards targets like First Time Fix Rate. BPSS & SC clearance is required, with shifts from 07:00 to 18:00 and a 37.5-hour work week.