First Line Support Analyst

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 communication skills with the ability to adapt to all levels of seniority
A passion for problem solving and delivering results
Strong customer service experience, with the ability to remain professional in challenging situations
Good IT foundations and an interest in developing a career in IT support (previous service desk experience is advantageous)
Strong computer skills, particularly in MS Office (Word, Excel, PowerPoint, Access)
The initiative to work independently while contributing effectively within a team
Ability to learn processes quickly while maintaining accuracy
Ability to work under pressure in a fast-paced environment and meet deadlines
Experience working towards targets and deadlines is desirable

Skills we can't do without:
Demonstrable skills in MS Office applications
Excellent communication, listening, and interpersonal skills
Ability to build rapport quickly with customers and gather required information efficiently
Professional approach when handling a wide variety of customers and challenging situations
Methodical, disciplined, and organised approach to work
Self-motivated team player with a strong drive for excellence
Commitment to delivering high-quality service and customer excellence