First Line Support Agent
Location: Birmingham - B37 7YQ (100% onsite)
Working Pattern: Monday to Friday, shifts between 07:00-19:00, 37.5 hours per week
Pay: £12.71 per hour, rising to £13.45 after 12 weeks
Clearance: BPSS & SC required
Our client, a reputable organisation, is hiring for driven and enthusiastic First Line Support Agents to join their Service Desk team on exciting Atos campaigns. This entry-level role offers a fantastic opportunity to kickstart a career in IT support, delivering exceptional customer service while supporting end-user IT needs.
What you'll be doing:
* Handling a high volume of calls from end users, providing clear and professional support
* Assessing issues to identify problems and determine the best course of action (troubleshooting or escalation to 2nd Line Support)
* Providing advice and guidance, including when issues fall outside of IT support scope
* Creating and managing support tickets to record resolutions and required follow-up actions
* Managing ticket queues and ensuring timely updates and resolutions
* Delivering a high level of customer support to users at all levels of seniority
* Striving to meet quality targets such as First Time Fix Rate and average call duration
What you'll bring:
* Excellent...