1st Line Support - IT Service Desk Agent Shift Times: The role is full-time (37 hour per week) Monday - Friday on a rota basis having to cover 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 is to support a wider IT operation and this is an interim mode of operation where we manually transcribe ticket details and update from one ticketing system to another. This role will require a solid attention to detail and to ensure the tickets comply with standard processes for progression. Full training and support will be given on the job.Main responsibilities of the role:
* 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 such as: - Ticket logs are maintained in a timely and efficient manner (in line with SLA's) - Constantly review all tickets in 1LS queues (supporting set KPI's) - Working to aid avoidance of SLA breach on tickets - Manage aged tickets to closure.
* Team Working: Makes solid efforts to integrate into the team and positively contributes 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 majority of issues/problem escalations and suggest 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: As a valued employee of the Manpower, you'll have access to a range of amazing benefits;
* We offer a pre-12-week arrangement of 25 days annual leave per annum, which will increase 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 (our Global Programme through dedicated Talent coaches that have been accredited to guide employees through a portal of specifically identified online courses through PowerYou training portal)
Please note that this is a Temporary ongoing contract.