First Line Support Analyst

First Line Support Analyst

Our dedicated IT team proudly delivers a personal service to over 1,500 IT users. You will be the face of IT for Marshalls, balancing a fast‑paced queue of phone and portal tickets while ensuring every user receives a prompt and professional response.

Responsibilities

• Identify and prioritise issues to keep the business moving (Proactive Triage).
• Provide hands‑on support for desktop and laptop hardware (Technical Troubleshooting).
• Jump onto machines virtually to diagnose and rectify software or connectivity issues in real‑time (Remote Resolution).
• Handle essential admin tasks such as password resets and account permissions (Access Management).
• Work collaboratively with the team, document fixes, and ask for help when needed (Team Player Attitude).
• Maintain a customer‑first mindset, turning frustrated users into happy ones through clear communication and empathy.
• Follow a logical process to identify root causes and find fixes (Logical Thinker).
• Prioritise and manage a busy ticket queue, escalating critical issues appropriately (Prioritisation Skills).

Qualifications

• Some experience working on a service desk or similar support role.
• Natural problem‑solver who enjoys helping people and fixing tech.
• Logical thinking ability and strong prioritisation skills.
• Team player attitude and willingness to document and share knowledge.

Benefits

• Development opportunities.
• 34 days per annum inclusive of bank holidays.
• Guaranteed Christmas holidays.
• Health care cash plan (Dental, Optical, Prescription costs).
• Family leave policies (Maternity, Paternity, Adoption) from your 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.

Equal Opportunities

We are committed to ensuring equal opportunities for everyone. We value diversity and aim to create a fair and supportive workplace where all employees can grow and develop.

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