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 & 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 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 experience, with the ability to remain professional in challenging situations * Good IT foundations and an interest in developing a career in IT support (previous service desk experience is advantageous) * Strong computer skills, particularly in MS Office (Word, Excel, PowerPoint, Access) * The initiative to work independently while contributing effectively within a team * Ability to learn processes quickly while maintaining accuracy * Ability to work under pressure in a fast-paced environment and meet deadlines * Experience working towards targets and deadlines is desirable Skills we can't do without: * Demonstrable skills in MS Office applications * Excellent communication, listening, and interpersonal skills * Ability to build rapport quickly with customers and gather required information efficiently * Professional approach when handling a wide variety of customers and challenging situations * Methodical, disciplined, and organised approach to work * Self-motivated team player with a strong drive for excellence * Commitment to delivering high-quality service and customer excellence