First Line Support Analyst

First Line Support Agent Location: Stevenage (100% onsite) Working Pattern: Monday to Friday, shifts between 07:00-18:00, 37.5 hours per week Pay: 12.71 per hour, rising to 13.45 after 12 weeks Clearance: BPSS and SC requiredOur Client, a reputable organisation, is hiring for a driven and enthusiastic First Line Support Agent to join their Service Desk team on exciting campaigns. This entry-level role offers a fantastic opportunity to kickstart a career in IT support, delivering exceptional customer service to end users.What you''ll be doing: Handling a high volume of calls and emails from end users, providing clear and professional support Troubleshooting issues over the phone or escalating to other support teams when needed Offering advice and guidance, even when issues are outside of IT support scope Creating and managing support tickets to record resolutions and follow-up actions Managing ticket queues and requests efficiently 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 computer skills, particularly in MS Office (Word, Excel, PowerPoint, Access) The initiative to work independently and take responsibility, while being a team player An interest in IT and a good understanding of day-to-day computer use Ability to work under pressure in a fast-paced environment and meet ..... full job details .....