At a Glance
- Tasks: Support IT operations by managing ticket details and ensuring smooth service delivery.
- Company: Join a dynamic team in a leading IT service environment.
- Benefits: Enjoy competitive pay, generous leave, staff discounts, and development opportunities.
- Other info: Flexible hours and a supportive team culture await you.
- Why this job: Kickstart your career in IT with hands-on experience and training.
- Qualifications: Customer service skills and basic IT knowledge required.
The predicted salary is between 25000 - 30000 £ per year.
Shift Times: The role is full-time (37 hour per week). You must be flexible Mon‑Fri between 7 am-7 pm.
Pay Rate: 12.71 per hour (13.45 after 12 weeks)
Location: Birmingham, B37 7YQ
This is a temporary ongoing contract. We are looking for a positive, flexible, and customer‑focused individual to join our team as a 1st Line Service Desk Agent. This role will support a wider IT operation and involves manually transcribing ticket details and updating from one ticketing system to another. A solid attention to detail is required to ensure tickets comply with standard processes for progression. Full training and support will be given on the job.
Main responsibilities of the role:
- Manually transcribe ticket details and update from one ticketing system to another.
- Queue Management: Manage individual queues to given targets with zero intervention from Team Leader. Tasks include maintaining ticket logs timely and efficiently (in line with SLA’s), constantly reviewing all tickets in 1LS queues (supporting set KPI’s), working to avoid SLA breach on tickets, and managing aged tickets to closure.
- Team Working: Make solid efforts to integrate into the team and positively contribute to team objectives and morale, demonstrating willingness to work across teams.
- Communication: Demonstrate clear and concise written, oral and listening skills, and extend technical jargon into simple terms for customers in an appropriate manner.
- Problem Solving and Decision Making: Handle majority of issues/problem escalations and suggest solutions with minimal prompting from 2LS / Team Leader.
- Customer Service: Demonstrate awareness of customer and business needs.
- Call/contact and Ticket Quality: Consistently meet expected quality requirements.
- Tools: Quickly pick up the ticket logging tool and other systems consistently used by the Service Desk. Support on the DWP ASIS Resource Requests.
Requirements:
- Customer service skills.
- IT Skills.
- Clearance application required for this role – minimum 5‑year UK address history.
- Client BPSS, and SC (security clearance) required.
What we offer:
- Pre‑12‑week arrangement of 25 days annual leave per annum, which will increase to 33 days post 12‑week arrangement.
- Staff discounts on a range of lifestyle goods and services.
- Pension contribution.
- Personal Accident Insurance.
- Eye care vouchers.
- Referral Schemes.
- MyPath Development programme (our Global Programme through dedicated Talent coaches that guide employees through a portal of identified online courses through PowerYou training portal).
1st Line Support - IT Service Desk Agent. Job in Chelmsley Wood LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Join our dynamic team in Chelmsley Wood as a 1st Line Support - IT Service Desk Agent, where we prioritise a positive work culture and employee development. With comprehensive training, generous annual leave, and a range of lifestyle discounts, we are committed to fostering your growth while ensuring a supportive environment that values customer service excellence. Experience the unique advantage of working in Birmingham, where you can thrive in a collaborative atmosphere and take advantage of our MyPath Development programme to enhance your skills.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support - IT Service Desk Agent. Job in Chelmsley Wood LilyLifestyle Jobs
✨Tip Number 1
Get to know the company! Research LilyLifestyle and understand their values and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a 1st Line Support Agent, you'll need to explain technical issues in simple terms. Try role-playing with a friend or family member to get comfortable with this.
✨Tip Number 3
Be proactive! If you have any questions about the role or the application process, don’t hesitate to reach out. Showing initiative can set you apart from other candidates.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team at LilyLifestyle.
We think you need these skills to ace 1st Line Support - IT Service Desk Agent. Job in Chelmsley Wood LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the 1st Line Support role. Highlight your customer service skills and any relevant IT experience. We want to see how you fit into our team!
Show Off Your Attention to Detail:Since this role involves transcribing ticket details, it's crucial to demonstrate your attention to detail. Use examples from past experiences where you've successfully managed tasks that required precision.
Keep It Clear and Concise:When writing your application, use clear and straightforward language. Avoid jargon unless necessary, as we appreciate communication that’s easy to understand—just like you’ll need to do with customers!
Apply Through Our Website:We encourage you to apply directly through our website. This way, your application goes straight to us, and we can get back to you quicker. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Stuff
Make sure you brush up on your IT knowledge, especially around ticketing systems and customer service. Familiarise yourself with common issues that 1st Line Support agents face, so you can speak confidently about how you'd handle them.
✨Show Off Your Communication Skills
Since this role requires clear communication, practice explaining technical concepts in simple terms. You might even want to role-play with a friend to get comfortable translating jargon into everyday language.
✨Demonstrate Team Spirit
Be ready to discuss how you work well in a team. Think of examples where you've contributed positively to team objectives or helped boost morale. This will show that you're not just focused on individual tasks but also care about the team's success.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving skills. Prepare some scenarios where you've successfully resolved issues, ideally in a customer service context. Highlight your thought process and how you arrived at your solutions.
