1st Line Support - IT Service Desk Agent
Shift Times: 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
This is a temporary ongoing contract.
We are looking for a positive, flexible, and customer‑focused individual to join our team as a 1st Line Service Desk Agent. This role will support a wider IT operation and involves manually transcribing ticket details and updating from one ticketing system to another. A solid attention to detail is required 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. Tasks include maintaining ticket logs timely and efficiently (in line with SLA’s), constantly reviewing all tickets in 1LS queues (supporting set KPI’s), working to avoid SLA breach on tickets, and managing aged tickets to closure.
* Team Working: Make solid efforts to integrate into the team and positively contribute to team objectives and morale, demonstrating willingness to work across teams.
* Communication: Demonstrate clear and concise written, oral and listening skills, and extend technical jargon into simple terms for customers in an appropriate manner.
* Problem Solving and Decision Making: Handle majority of issues/problem escalations and suggest solutions with minimal prompting from 2LS / Team Leader.
* Customer Service: Demonstrate awareness of customer and business needs.
* Call/contact and Ticket Quality: Consistently meet expected quality requirements.
* Tools: Quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
* Support 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
* Pre‑12‑week arrangement of 25 days annual leave per annum, which will increase to 33 days post 12‑week arrangement.
* Staff discounts on a 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 guide employees through a portal of identified online courses through PowerYou training portal).
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