1st Line Support – IT Service Desk Agent
Shift Times: The role is full-time (37‑hour per week) Monday – Friday on a rota basis covering 07:00 – 17:30.
Pay Rate: £12.60 per hour.
Location: Cumbria, CA24 3JZ.
This is a temporary ongoing contract.
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. Tasks include:
o Ticket logs are maintained in a timely and efficient manner (in line with SLA's)
o Constantly review all tickets in 1LS queues (supporting set KPI's)
o Work to avoid SLA breaching tickets
o Manage aged tickets to closure.
* Team Working: Make solid efforts to integrate into the team and positively contribute to team objectives and morale. Demonstrates willingness to work across teams.
* Communication: Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner.
* Problem Solving and Decision Making: Shows evidence of handling the majority of issues/problem escalations and suggests resolutions with minimum prompting from 2LS / Team Leader.
* Customer Service: Demonstrates awareness of customer and business needs.
* Call/contact and Ticket Quality: Demonstrates expected quality requirements consistently.
* Tools: Can 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 (variety of lifestyle goods and services).
* Pension contribution.
* Personal accident insurance.
* Eye care vouchers.
* Referral schemes.
* MyPath Development programme – a global programme through dedicated talent coaches, guided through a portal of selected online courses via the PowerYou training portal.
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