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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