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
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 accuracyAbility 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
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First Line Support Analyst in Birmingham employer: Manpower UK
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