First Line Support Analyst

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

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