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First Line Support Analyst

Job Posted: 5 days ago

Salary: £ 12.71 - 13.45 / Hour
Job Type: Temporary
Location: Coleshill, Warwickshire

Expire in: 23 days

Job Description

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

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Looking for your next career move? Join a top company hiring First Line Support Analyst job near me in Coleshill, Warwickshire! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!