First Line Support Analyst

First Line Support Agent Location: Birmingham - B37 7YQ (100% onsite) Working Pattern: Monday to Friday, shifts between 07:00-19:00, 37.5 hours per week Pay: 12.71 per hour, rising to 13.45 after 12 weeks Clearance: BPSS and SC required 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 durationWhat 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 experience, with the ability to remain professional in challenging situations Good IT foundations ..... full job details .....