1st Line Support Agent

1st Line Support Agent / IT Help Desk / Service Desk Analyst
📍 Birmingham
💰 £16.02 per hour
📅 Ongoing Temporary Contract
🕒 Flexible shifts (Days/Nights, weekends & bank holidays)
 

About the Role
Step into a fast-paced, forward-thinking company where your development genuinely matters. Based in modern Birmingham offices, you’ll join an energetic and supportive IT Service Desk team that’s big on training and internal progression.
As a 1st Line Support Agent / IT Support Technician, you’ll act as the first point of contact for all corporate and retail IT issues working within a busy Help Desk / Service Desk environment.  
This role is ideal for someone looking to grow a long-term career in IT Support, Technical Support, or Desktop Support, with clear progression into 2nd Line Support.
 

What You’ll Do

• Provide quick, reliable 1st Line IT Support across corporate and retail systems
• Log and manage incidents using a ticketing system in line with SLA targets
• Support retail POS systems, in-store equipment, payroll applications and business-critical software
• Deliver excellent customer service with a confident and professional phone manner
• Escalate complex issues to 2nd Line Support / Desktop Support Engineers when required
• Work efficiently in a high-volume IT Help Desk environment

 
What You’ll Bring

• Previous experience in 1st Line Support, IT Help Desk, Service Desk or Technical Support (helpful but not essential)
• Strong problem-solving and troubleshooting skills
• Excellent communication and call-handling ability
• Comfortable supporting Windows OS, Microsoft Office 365 and basic networking issues
• Ability to manage workload in a fast-paced, target-driven environment
• Full flexibility for shift work between 7:00 AM and 1:00 AM, 365 days a year

 
Why You’ll Love It

• Competitive pay: £16.02 per hour
• Ongoing training in IT systems and service desk tools
• Fun, social and supportive team culture
• A company that promotes internal progression and IT career development.

Opportunities like this don’t stay open for long, submit your application today or get in touch with Gabriele Strazdauskaite on 0121 643 5000 and secure your place in a growing IT team!