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# First Line Support Agent

- **Company:** Manpower
- **Location:** Birmingham, UK
- **Salary:** £30,784.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Access, Microsoft Word, Microsoft Excel, Microsoft Office, Microsoft PowerPoint
- **Published:** July 23, 2026
- **Apply:** https://www.totaljobs.com/job/support-agent/manpower-job107729950

## About the Role

* 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

## Description

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


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