1st Line Support - IT Service Desk Agent
Shift Times: The role is full-time (37 hours per week). You must be flexible Mon-Fri between 7 am- 7 pm. (remote working)
Pay Rate: £12.60 Per Hour
Location: London WC1V 6EA
We are looking for a positive, flexible, and customer-focused individual to join our team as a 1st Line Service Desk Agent.
This role supports a wider IT operation and involves manually transcribing ticket details and updating systems. Full training and support will be provided.
Main responsibilities:
* Manually transcribe ticket details and update from one ticketing system to another.
* Queue Management: Manage individual queues to targets with minimal supervision, maintaining ticket logs in line with SLAs, reviewing tickets, avoiding SLA breaches, and closing aged tickets.
* Team Working: Collaborate effectively with team members and contribute to team objectives and morale.
* Communication: Communicate clearly and concisely, translating technical jargon for customers.
* Problem Solving: Handle issues and escalations independently, suggesting resolutions.
* Customer Service: Be aware of customer and business needs.
* Tools: Quickly learn and use ticket logging tools and other systems.
* Support DWP ASIS Resource Requests.
Requirements:
* Customer service skills
* IT skills
* Minimum 5-year UK address history for security clearance
* Client BPSS and SC security clearance
What we offer:
* Pre-12-week arrangement of 25 days annual leave, increasing to 33 days afterwards
* Staff discounts on lifestyle goods and services
* Pension contribution
* Personal Accident Insurance
* Eye care vouchers
* Referral schemes
* MyPath Development programme with online courses
This is a temporary ongoing contract.
Job Info
* Job Title: 1st Line Support - IT Service Desk Agent
* Company: Manpower
* Location: London
* Closes: Jul 27th 2025
* Sector: Administration
* Contract: Temporary
* Hours: Full Time
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