1st Line Support – IT Service Desk Agent

1st Line Support – IT Service Desk Agent

Shift Times: The role is full-time (37 hour per week) You must be flexible Mon‑Fri between 7 am‑7 pm.

Pay Rate: £12.71 per hour (£13.45 after 12 weeks)

Location: Birmingham, B37 7YQ

Main responsibilities

• Manually transcribe ticket details and update from one ticketing system to another.
• Queue Management: Manage individual queues to given targets with zero intervention from Team Leader. Tasks include:
  • Ticket logs are maintained in a timely and efficient manner (in line with SLAs).
  • Constantly review all tickets in 1LS queues (supporting set KPIs).
  • Work to aid avoidance of SLA breach on tickets.
  • Manage aged tickets to closure.
• Team Working: Integrate into the team and positively contribute to team objectives and morale; demonstrate willingness to work across teams.
• Communication: Demonstrate clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers in an appropriate manner.
• Problem Solving and Decision Making: Handle majority of issues and escalations, suggest resolutions with minimum prompting from 2LS / Team Leader.
• Customer Service: Demonstrate awareness of customer and business needs.
• Call/contact and Ticket Quality: Meet expected quality requirements consistently.
• Tools: Pick up the ticket logging tool and other systems used by the Service Desk consistently.
• Support DWP ASIS Resource Requests.

Requirements

• Customer service skills.
• IT skills.
• Clearance application required: minimum 5‑year UK address history. Client BPSS, and SC (security clearance) required.

What we offer

• 12‑week arrangement of 25 days annual leave per annum, which will increase to 33 days post 12 weeks.
• Staff discounts (range of lifestyle goods and services).
• Pension contribution.
• Personal Accident Insurance.
• Eye care vouchers.
• Referral Schemes.
• MyPath Development programme (Global Programme through dedicated Talent coaches guiding employees through a portal of online courses via PowerYou training portal).

Temporary ongoing contract.

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