First Line Support Analyst

First Line Support Agent
Location: Stevenage (100% onsite)
Working Pattern: Monday to Friday, shifts between 07:00-18:00, 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 a driven and enthusiastic First Line Support Agent to join their Service Desk team on exciting campaigns. This entry-level role offers a fantastic opportunity to kickstart a career in IT support, delivering exceptional customer service to end users.

What you'll be doing:
Handling a high volume of calls and emails from end users, providing clear and professional support
Troubleshooting issues over the phone or escalating to other support teams when needed
Offering advice and guidance, even when issues are outside of IT support scope
Creating and managing support tickets to record resolutions and follow-up actions
Managing ticket queues and requests efficiently
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 computer skills, particularly in MS Office (Word, Excel, PowerPoint, Access)
The initiative to work independently and take responsibility, while being a team player
An interest in IT and a good understanding of day-to-day computer use
Ability to work under pressure in a fast-paced environment and meet deadlines
Previous experience in customer service or support roles is advantageous but not essential

Skills we can't do without:
Demonstrable skills in MS Office applications
Outstanding listening and interpersonal skills
Ability to build rapport quickly and handle challenging situations professionally
Methodical, disciplined, and organised approach to work
Self-motivated with a drive for excellence

Required:
BPSS & SC security clearance