First Line Support Agent

Job description

About

First Line Support Agent

Location: Stevenage (100% onsite)

Working Pattern: Monday to Friday, shifts between 07:00-18:00, 37.5 hours per week

Pay: £12.71 per hour, rising to £13.45 after 12 weeks

Clearance: BPSS & SC required

Our Client, a reputable organisation, is hiring for a driven and enthusiastic First Line Support Agent to join their Service Desk team on exciting campaigns. This entry-level role offers a fantastic opportunity to kickstart a career in IT support, delivering exceptional customer service to end users.

What you'll be doing:

* Handling a high volume of calls and emails from end users, providing clear and professional support

* Troubleshooting issues over the phone or escalating to other support teams when needed

* Offering advice and guidance, even when issues are outside of IT support scope

* Creating and managing support tickets to record resolutions and follow-up actions

* Managing ticket queues and requests efficiently

* 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 computer skills, particularly in MS Office (Word, Excel, PowerPoint, Access)

* The initiative to work independently and take responsibility, while being a team player

* An interest in IT and a good understanding of day-to-day computer use

* Ability to work under pressure in a fast-paced environment and meet deadlines

* Previous experience in customer service or support roles is advantageous but not essential

Skills we can't do without:

* Demonstrable skills in MS Office applications

* Outstanding listening and interpersonal skills

* Ability to build rapport quickly and handle challenging situations professionally

* Methodical, disciplined, and organised approach to work

* Self-motivated with a drive for excellence

Required:

* BPSS & SC security clearance

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.