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First Line Support Analyst

Posted 12 days 7 hours ago by Manpower (United Kingdom)

Permanent

Full Time

Other

Staffordshire, Birmingham, United Kingdom, B19 1

Job Description

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