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

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 accuracyAbility 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