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Pertemps Network Group Logo Pertemps Network Group · IT - Administration

1st Line Support Agent

United Kingdom, Birmingham 16.02 GBP / Hour · Job Posted February 19, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

What we offer

  • 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
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