First Line Support Agent

If you enjoy helping people, thrive in fast-moving environments, and want to build a real career in IT support, this is a brilliant place to start. Our client is hiring enthusiastic First Line Support Agents to join their Service Desk team on exciting IT support campaigns-where great customer service and solid troubleshooting skills make a daily difference.

What you’ll be doing:

• Handling a high volume of calls from end users and delivering clear, professional support
• Listening to reported issues, assessing what’s going on, and deciding the next step (troubleshooting or escalating to 2nd Line Support)
• Providing practical advice and guidance, including when matters fall outside IT support scope
• Creating and managing support tickets to document resolutions and any follow-up actions
• Keeping ticket queues moving and ensuring users receive timely updates
• Supporting users at all levels of seniority while aiming to meet quality targets, including First Time Fix Rate and average call duration

• Excellent communication and listening skills, with the confidence to adapt to different levels of seniority
• A passion for problem solving and delivering results
• Strong customer service experience and the ability to stay professional in challenging moments
• Good IT foundations and an interest in developing your career in IT support (service desk experience is advantageous)
• Strong computer skills, particularly MS Office (Word, Excel, PowerPoint, Access)
• The initiative to work independently, while still contributing effectively as part of a team
• The ability to learn processes quickly, stay accurate, and work under pressure to meet deadlines
• Experience working towards targets and deadlines is desirable

• Working pattern: 12-hour shift rotation (07:00-19:00), Monday to Sunday, including bank holidays-average 37.5 hours per week
• Clearance: BPSS & SC required