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 We are looking for a positive, flexible, and customer-focused individual to join our team as a 1st Line Service Desk Agent. This is an opportunity is to support a wider IT operation and this is an interim mode of operation where we manually transcribe ticket details and update from one ticketing system to another. This role will require a solid attention to detail and to ensure the tickets comply with standard processes for progression. Full training and support will be given on the job.Main responsibilities of the role: 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 such as: - Ticket logs are maintained in a timely and efficient manner (in line with SLA''s) - Constantly review all tickets in 1LS queues (supporting set KPI''s) - Working to aid avoidance of SLA breach on tickets - Manage aged tickets to closure. Team Working: Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams.Communication: Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to ..... full job details .....