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.
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