First Line Support Agent

First Line Support Agent Location: Birmingham - B37 7YQ (100% onsite) Pay: 14.80 per hour Clearance: BPSS and SC required Working Pattern: 12 hour shift rotation 07:00-19:00 Monday to Sunday, including bank holidays. Working an average of 37.5 hours per week based on the following rotation: 4 off - 5 on - 5 off - 4 on - 5 off - 5 on 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 What you''ll bring: Excellent communication skills with the ability to adapt to all levels of seniority A passion for problem solving and delivering results Strong customer service ..... full job details .....