Key Information


First Line Incident Management Agent based in Newark

First Line Incident Management Agent role

My client is providing an array of technology, services and software solutions to a vast mix of customers via different go to market strategies from Ecommerce to Enterprise Sales.


  • Providing 1st line technical support for a range of key clients
  • Logging all incidents on relevant CRM and software systems
  • Diagnosing technical faults and providing over the phone solutions
  • Escalating technical queries to 2nd line support
  • Providing excellent levels of customer service and support
  • Working to Service Level Agreements (SLA) against call handling time, resolution etc
  • Monitor group mailboxes, ensuring all inbound queries received a response within SLA
  • Collection of feedback from end users via outbound calls, when required


  • Additional language would be beneficial but it is not required
  • Problem solving and keen attention to detail
  • Driven to deliver high levels of customer service
  • Flexible approach to working hours
  • Clear telephone manner
  • Good verbal and written communication skills
  • Experience of working within a Technical Help Desk/Service Desk environment would be an advantage, but full training will be given.

This role is based in Newark, Nottinghamshire.

Job Types: Full-time, Permanent

Salary: £19,000