First Line Support Analyst

About the role

First Line Support Analyst Elland, Halifax Competitive Salary + Benefits Marshalls plc is the UK's leading hard landscaping, building and roofing products supplier and has supplied some of the most prestigious landmarks in the UK since the 1890s. We've held a Superbrand status since 2010, and we're a successful FTSE 250! Every step we take and every product we make, is geared towards making the world around us a better place to live. Our dedicated IT team proudly deliver a personal service to over 1500 IT users. They're busy implementing cutting-edge cloud-based technology, ensuring technological evolution, compliance, security and excellent customer service are consistently met. It's within this dedicated team at Marshalls that we're recruiting for a First Line Support Analyst. So, what's the mission? You won't just be a ticket-closer here; you'll be the face of IT for Marshalls. Our First Line Support team is a fast-paced, collaborative group that thrives on problem-solving and high-fives. We pride ourselves on being the "engine room" of the business, ensuring our colleagues across the UK can keep building the future without a hitch. The job details You are the "front line" of our IT department. In this role, you'll balance a fast-paced queue of phone and portal tickets, ensuring every user receives a prompt and professional response. Your day-to-day will involve: Proactive Triage: Identifying and prioritizing issues to keep the business moving Technical Troubleshooting: Providing hands-on support for desktop and laptop hardware Remote Resolution: Jumping onto machines virtually to diagnose and rectify software or connectivity issues in real-time Access Management: Handling essential admin tasks like password resets and account permissions What are the mission-critical skills? We are looking for a natural problem-solver who enjoys helping people as much as they enjoy fixing tech. You don't need to know everything on day one, but you do need some experience of working on a service desk in your work history. Customer-First Mindset: You are comfortable picking up the phone and can turn a frustrated user into a happy one through clear communication and empathy Key skills: substantial relatable work experience within an IT environment Logical Thinker: When a problem arises, you follow a logical process to identify the root cause and find a fix Prioritisation Skills: You can manage a busy ticket queue, knowing when to escalate a critical issue and how to keep lower-priority tasks moving A Team Player Attitude: You're happy to document your fixes so the rest of the team can learn from them, and you aren't afraid to ask for help when you hit a wall What's in it for you? This is a great opportunity to take the next step toward progressing in your career and joining our industry-leading company! New ideas are encouraged, and you will be rewarded with the opportunity to learn and grow, achieving your career aspiration! Have a look at our careers website for more information on working at Marshalls! Benefits We don't just build paths; we pave the way for personal and professional growth. Join us, and let's create a future where your skills and ambitions can flourish. Benefits include; Development opportunities 34 days per annum or the equivalent in hours (inclusive of bank holidays) Guaranteed Christmas holidays Health care cash plan - support with Dental, Optical, Prescription costs and many more! Family leave policies (Maternity, Paternity, and Adoption) available from your very first day of employment 5% employer matched pension scheme Cycle to work scheme Employee discount on Marshalls and Marley products Retailer discounts Marshalls Wellbeing Centre - move, money & mind Share purchase scheme Life assurance More about Marshalls Our operations are organised into three distinct divisions: Landscape Products, Building Products, and Roofing Products. Marshalls Landscape Products stands out as the leading UK manufacturer of high-quality natural stone and innovative concrete hard landscaping products. We cater to the construction, home improvement, and landscape markets, offering superior solutions. Marshalls Building Products serves as a reliable supplier of concrete drainage products, concrete bricks, ready-to-use mortars, and aggregates. Marley Roofing Products is recognised as a leader in the manufacturing and supply of pitched roofing systems. Our product range includes clay and concrete tiles, timber battens, roof-integrated solar solutions, and various roofing accessories. Although divisional, we work as one Marshalls team. We're proud to have paved every location on the Monopoly Board! To find out more about Marshalls please visit our website: www.marshalls.co.uk Equal Opportunities Whoever you are and whatever your background, you'll find a fair and supportive workplace. You're unique and we want you to bring every part of who you are to work, every day. We're committed to ensuring equal opportunities for ever

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