1st Line Support Agent

2 weeks ago


Kingston upon Hull, United Kingdom Connexin Full time

**About Us**

We're on a mission to **"Simplify technology to connect the real world with the **digital world to improve the way we live”.** To get there, we govern ourselves with a set of simple, yet powerful guiding principles.
- We believe we make a difference to people’s lives._
- We care about each other & our customers._
- We challenge the Industry._
- We delivery on our promises and have fun doing it._

**What you will be doing**

As a first line support agent you will be responsible for providing a professional and high quality service to all customers that require support with their broadband connections.

You will assist all types of customers with technical queries regarding their services, keeping them fully informed of the process whilst ensuring that all systems are updated.

Previous experience within a customer service and/or within an ISP is advantageous.
Working hours are between 8am-8pm on a shift rotation.

**Key Responsibilities**
- Deliver an exceptional customer service experience and identify ways to improve service delivery to our customers.
- Identify solutions for our customers services and escalate to the relevant departments when required.
- Ensure all customer queries and incidents are recorded and resolved within agreed SLA’s.
- Be a trusted member of the team, supporting colleagues and providing guidance and coaching to new starters where required.
- Ensuring that complaints are adequately handled and concluded, escalating to your Team Leader where required.
- Accurately updating all customer cases, leaving a strong audit trail.
- Adherence to companies GDPR policy.
- Managing your own workload to meet objectives set.

**Essential qualifications, skills, competencies and experience**
- Great telephone skills.
- Ability to work across a number of different systems and platforms.
- Good level of organisational skills.
- Ability to work to and meet tight deadlines
- Experience working within a customer service/ 1st line support helpdesk, ideally for an ISP (although full training is provided)
- Strong attention to detail.
- Computer literate.
- Good level of maths and English.

**Desirable qualifications, skills, **competencies** and experience**
- Experience of working for an ISP is desirable but not essential.

**Benefits**
- Great Culture & Awesome People
- 25 Days Holiday + Bank Holidays
- Enhanced Parental Benefits
- Employee Referral Scheme
- Birthday Day Off
- Flexible Working
- Cycle to Work Scheme

**Equality and Diversity**
- Age
- Disability
- Gender reassignment
- Marriage or civil partnership
- Pregnancy or maternity
- Race
- Religion
- Sex
- Sexual Orientation


  • 1st Line Fulfilment

    3 weeks ago


    Kingston upon Thames, United Kingdom Pangea Connected Limited Full time

    **Company Sector**:Telecommunications and IoT **Company Address**: Eden Street, Kingston upon Thames **Postcode**:KT1 1BL **Role Title**:1st Line Fulfilment & Support Agent **Brief**:At Pangea, we are on a Mission to connect everything for good, and we are doing this by simplifying IoT Connectivity for our partners through Excellence, Empathy &...

  • 1st Line IT Support

    1 week ago


    Hull, United Kingdom Principal IT Full time

    **1st Line IT Support Technician - Hull - £20,000 to £23,000** Our client who is a well-known business based in Hull who throughout the pandemic is showing no signs of slowing down are now looking for two 1st Line IT Support Technician’s to come and join their team to help with their Support systems. If you’re lookingto kick start your IT career then...


  • Hull, United Kingdom Principal IT Full time

    **1st Line IT Support Technician - Hull - £25k** Our client who is a well-known business based in Hull who throughout the pandemic is showing no signs of slowing down are now looking for two 1st Line IT Support Technician’s to come and join their team to help with their Support systems. If you’re lookingto kick start your IT career then this is the...


  • Hull, United Kingdom ITECCO Full time

    1ST/2ND LINE SUPPORT ENGINEER - £160-200/DAY - 3-6 MONTH CONTRACT - ONSITE IN HULL - INSIDE IR35 My client, a manufacturing company based in Hull, are looking for a 1st/2nd Line Support Engineer on a 3-6 month contract. **Requirements**: - Support Desk - Troubleshooting PC's and mobiles - Office 365 - Windows Server - Active Directory - Password Resets -...


  • Hull, United Kingdom First Achieve Ltd Full time

    **First Achieve have a fantastic Opportunity within the telecommunications industry. We are looking for a 1st line support engineer to join a rapid growing IT company based in Hull.** Duties & Responsibilities - Providing remote support to our customers and clients - Escalating any issues outside your remit to the appropriate team - Provide excellent...


  • Hull, Kingston upon Hull, United Kingdom First Achieve Ltd Full time

    First Achieve have a fantastic Opportunity within the telecommunications industry. We are looking for a 1st line support engineer to join a rapid growing IT company based in Hull.Duties & Responsibilities Providing remote support to our customers and clients Escalating any issues outside your remit to the appropriate team Provide excellent customer service...


  • Kingston upon Thames, United Kingdom La Fosse Associates Full time

    Location: Kingston upon Thames - Sector: Cloud, Infrastructure and Services - Job type: Permanent - Job functions: 1st Line Support - Salary: £32000 - £36000 per annum - Contact: James Birdi - Job ref: 87604_1676885158 - Published: about 2 hours ago - Expiry date: 2023-04-03 - Startdate: ASAP I'm working with a global healthcare company who are looking...

  • 1st Line Support

    2 months ago


    Newcastle Upon Tyne, United Kingdom Reed Full time

    **Key Responsibilities**: - Providing 1st Line Support - Deliver excellent customer service throughout completion of incidents - Recording all IT incidents in the IT Service Managment tool - Liaising with 2nd Line Support team on more complex requests - Working towards agreed company SLAs **Experience required**: - Experience within a similar role -...

  • 1st Line Support

    4 weeks ago


    Newcastle upon Tyne, United Kingdom Exclusive Networks Limited Full time

    We are looking for an enthusiastic and engaging 1st Line Support Technician, to support Exclusive Networks GSO clients as well as providing internal support. This is a great entry level role for someone looking to forge a career in IT. You will be working in a fast-paced environment supporting multiple contracts and a variety of different customers....

  • 1st Line Support

    2 weeks ago


    Newcastle upon Tyne, United Kingdom Exclusive Networks Limited Full time

    We are looking for an enthusiastic and engaging 1st Line Support Technician, to support Exclusive Networks GSO clients as well as providing internal support. This is a great entry level role for someone looking to forge a career in IT. You will be working in a fast-paced environment supporting multiple contracts and a variety of different customers....

  • 1st Line Support

    4 days ago


    Newcastle upon Tyne, United Kingdom Exclusive Networks Full time

    We are looking for an enthusiastic and engaging 1st Line Support Technician, to support Exclusive Networks GSO clients as well as providing internal support. This is a great entry level role for someone looking to forge a career in IT. You will be working in a fast-paced environment supporting multiple contracts and a variety of different customers....

  • 1st Line Support

    4 weeks ago


    Newcastle upon Tyne, United Kingdom Ignition technology Full time

    We are looking for an enthusiastic and engaging 1st Line Support Technician, to support Exclusive Networks GSO clients as well as providing internal support. This is a great entry level role for someone looking to forge a career in IT. You will be working in a fast-paced environment supporting multiple contracts and a variety of different customers....


  • Newcastle upon Tyne, United Kingdom Exclusive Networks GSO Full time

    **1st Line Technical Support** Exclusive Networks - Global Services Operation Why us? We’re one of a kind. Unique. Original. A global cybersecurity specialist. Our difference goes deeper than ‘what we do’. It’s an attitude. A way of life. A relentless quest for growth, innovation and disruption. We always dare to be distinctive. We’re a trusted...


  • Newcastle upon Tyne, United Kingdom Agilico Workplace Technologies Full time

    **1st Line Telecoms Support** **Location**: Team Valley, Gateshead **Salary**: Competitive plus benefits **Role Grade**: 3C **Contact Type**: Full-Time, Permanent **About us**: Agilico is a fast-growing technology business, whoseobjective is to provide high quality technology solutions tailored toindividual customer requirements. Our goal is to...


  • Newcastle upon Tyne, United Kingdom Technology Services Group Full time

    **About the role;** As a 1st Line Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will...

  • 1st Line Support

    4 days ago


    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Ignition technology Full time

    We are looking for an enthusiastic and engaging 1st Line Support Technician, to support Exclusive Networks GSO clients as well as providing internal support.This is a great entry level role for someone looking to forge a career in IT. You will be working in a fast-paced environment supporting multiple contracts and a variety of different customers. Alongside...

  • Service Desk Agent

    3 weeks ago


    Kingston upon Thames, United Kingdom La Fosse Associates Full time

    Location: Kingston upon Thames - Sector: Cloud, Infrastructure and Services - Job type: Permanent - Job functions: 1st Line Support - Salary: £24000 - £26000 per annum - Contact: James Birdi - Job ref: 87601_1674211951 - Published: 8 minutes ago - Expiry date: 2023-03-03 - Startdate: ASAP Are you looking for the next step in your IT career? I'm working...

  • Service Desk Agent

    2 weeks ago


    Kingston Upon Thames, United Kingdom La Fosse Associates Full time

    Are you looking for the next step in your IT career? I'm working with a global healthcare company who are looking for a Service Desk Agent to join them as they enter an exciting transformational period. Your role will be to provide a primary interface between the business and the IT department, taking ownership of logging & co-ordinating all computer...


  • Newcastle Upon Tyne, United Kingdom Talent84 Ltd Full time

    1st Line Helpdesk Support, Newcastle (hybrid working) Salary £21,500 Our professional services client is looking for an enthusiastic team player to join their thriving service desk. Supporting almost 4,000 users, this is a fabulous opportunity for someone who is keen to start their career in IT Support. **Requirements**: - Solid experience gained within...


  • Staines-upon-Thames, United Kingdom Concept Resourcing Full time

    1st Line Service Desk Analyst / Junior IT Analyst / Support Technician / Technical Support / Level 1 Support / Customer Service / Managed Service Provider / MSP / IT Helpdesk Concept Resourcing are currently working with a growing Managed Service Provider to recruit a 1st Line Service Desk Analyst into their support team. This is an excellent opportunity...