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 customers and in an appropriate manner.
Problem Solving and Decision Making: Shows evidence of handling majority of issues/problem escalations and suggest resolutions with minimum prompting from 2LS / Team Leader.
Customer Service: Demonstrates awareness of customer and business needs.
Call/contact and Ticket Quality: Demonstrates expected Quality requirements consistently.
Tools: Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
Supporting on the DWP ASIS Resource Requests.

Requirements:

Customer service skills.
IT Skills
Clearance application required for this role - minimum 5-year UK address history.
Client BPSS, and SC (security clearance) required.

What we offer:
As a valued employee of the Manpower, you'll have access to a range of amazing benefits;

We offer a pre-12-week arrangement of 25 days annual leave per annum, which will increase to 33 days post 12-week arrangement.
Staff discounts (range of lifestyle goods and services)
Pension contribution
Personal Accident Insurance
Eye care vouchers
Referral Schemes
MyPath Development programme (our Global Programme through dedicated Talent coaches that have been accredited to guide employees through a portal of specifically identified online courses through PowerYou training portal)

Please note that this is a Temporary ongoing contract.

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.

Manpower

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1st Line Support - IT Service Desk Agent