First Line Support Agent
Location: Birmingham (B37) - 100% onsite
Pay: £14.80 per hour

If you enjoy helping people, thrive in fast-moving environments, and want to build a real career in IT support, this is a brilliant place to start. Our client is hiring enthusiastic First Line Support Agents to join their Service Desk team on exciting IT support campaigns-where great customer service and solid troubleshooting skills make a daily difference.

What you'll be doing:
* Handling a high volume of calls from end users and delivering clear, professional support
* Listening to reported issues, assessing what's going on, and deciding the next step (troubleshooting or escalating to 2nd Line Support)
* Providing practical advice and guidance, including when matters fall outside IT support scope
* Creating and managing support tickets to document resolutions and any follow-up actions
* Keeping ticket queues moving and ensuring users receive timely updates
* Supporting users at all levels of seniority while aiming to meet quality targets, including First Time Fix Rate and average call duration

What you'll bring:
* Excellent communication and listening skills, with the confidence to adapt to different levels of seniority
* A passion for problem solving and delivering results
* Strong customer service experience and the ability to stay professional in challenging moments
* Good IT foundations and an interest in developing your career in IT support (service desk experience is advantageous)
* Strong computer skills, particularly MS Office (Word, Excel, PowerPoint, Access)
* The initiative to work independently, while still contributing effectively as part of a team
* The ability to learn processes quickly, stay accurate, and work under pressure to meet deadlines
* Experience working towards targets and deadlines is desirable

Additional information:
* Working pattern: 12-hour shift rotation (07:00-19:00), Monday to Sunday, including bank holidays-average 37.5 hours per week
* Clearance: BPSS & SC required

Ready to take your first step into IT support with a supportive team and real development potential? Apply now to join our client's Service Desk team in Birmingham.

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