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