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