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 & SC required Our 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 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 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 deadlines * Previous experience in customer service or support roles is advantageous but not essential Skills we can't do without: * Demonstrable skills in MS Office applications * Outstanding listening and interpersonal skills * Ability to build rapport quickly and handle challenging situations professionally * Methodical, disciplined, and organised approach to work * Self-motivated with a drive for excellence Required: * BPSS & SC security clearance