1st Line Support - IT Service Desk Agent (BBBH438757) Coleshill, England
Salary: GBP12.71 - GBP13.45 per hour
1st Line Support - IT Service Desk Agent
Shift Times: T
The role is full-time (37 hour per week). You must be flexible Mon-Fri between 7 am- 7 pm.
Pay Rate: £12.71 per hour (£13.45 after 12 weeks).
Location: Birmingham, B37 7YQ.
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 to support a wider IT operation in an interim mode where we manually transcribe ticket details and update from one ticketing system to another. This role requires solid attention to detail to ensure 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), work to aid avoidance of SLA breach on tickets, manage aged tickets to closure.
* Team Working: Make solid efforts to integrate into the team and positively contribute to team objectives and morale. Demonstrate willingness to work across teams.
* Communication: Demonstrate clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers in an appropriate manner.
* Problem Solving and Decision Making: Show evidence of handling majority of issues/problem escalations and suggest resolutions with minimum prompting from 2LS / Team Leader.
* Customer Service: Demonstrate awareness of customer and business needs.
* Call/contact and Ticket Quality: Demonstrate 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:
* IT Skills
* Clearance application required for this role - minimum 5-year UK address history. Client BPSS, and SC (security clearance) required.
What we offer:
* 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
* 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.
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