1st Line Support - IT Service Desk Agent
Shift Times: The role is full-time (37 hours per week), Monday - Friday on a rota basis covering 07:00 - 17:30.
Pay Rate: £12.60 per hour.
Location: Cumbria, CA24 3JZ.
We are looking for a positive, flexible, and customer‑focused individual to join our team as a 1st Line Service Desk Agent. This is an opportunity to support a wider IT operation and is an interim role where we manually transcribe ticket details and update from one ticketing system to another. Full training and support will be given on the job.
Main Responsibilities
* 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, including maintaining ticket logs in a timely and efficient manner (in line with SLA's), constantly reviewing all tickets in 1LS queues, aiding avoidance of SLA breach, 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, extending to communicating technical jargon in simple terms to customers in an appropriate manner.
* Problem Solving and Decision Making: Handle the majority of issues/problem escalations and suggest resolutions 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.
* Supporting 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, increasing to 33 days post 12‑week arrangement.
* Staff discounts (range of lifestyle goods and services).
* Pension contribution.
* Personal Accident Insurance.
* Eye care vouchers.
* Referral schemes.
* MyPath Development programme – Global Programme through dedicated Talent coaches guiding employees through the PowerYou training portal.
Please note that this is a temporary ongoing contract.
#J-18808-Ljbffr