First Line Support Analyst

WE ARE 200 years of history and over 2,300 employees strong. WE ARE a business loaded with opportunity and career progression. WE ARE innovators, designers, makers and engineers who manufacture and provide smart, efficient, and effective building products and solutions.

Through our customer relationships, diverse building product range and solutions, we enable the creation of inspirational homes, places and spaces for us all to live and work better. With eight core product categories, underpinned by expert design and technical services, we work with architects, builders, merchants and the wider construction supply chain to build the face of Britain.

We are fully committed to a net zero future and continue to invest in expertise and product development to manufacture more efficiently and sustainably. We pride ourselves on leading for new, innovative and sustainable products and solutions, both for today and for a new era of building.

To support our progress, we are currently recruiting for a First Line Support Analyst to come and join our team at our Leicester Road site (LE67 6HS). As the face of the tech team, you will be first point of contact for all customers – working with stakeholders in a friendly way, offering training and guidance to avoid recurrence.

As our First Line Support Analyst, you will:

•    Respond to and resolve IT incidents and service requests in a timely and professional manner, while ensuring that all incidents are logged and prioritized according to agreed SLAs. 
•    Provide excellent customer service to our customers, including communication with customers to understand their issues, providing regular updates on progress, and ensuring that all issues are resolved to the customer's satisfaction
•    Maintain accurate records of all IT incidents and service requests, including documenting all actions taken and ensuring that the ticket system is kept up to date
•    Contribute to the development and maintenance of the ServiceDesk knowledge base, including creating and updating knowledge articles, procedures, and documentation to help other team members resolve IT incidents and service requests.
•    Participating in ServiceDesk projects and initiatives, including identifying areas for process improvement and contributing to the development and implementation of new processes and procedures

In order to be successful in this role, we would ideally like you to be/have:

•    Great interpersonal and communication skills – both verbal and written
•    Efficient and accurate data entry, with exceptional attention to detail
•    Strong knowledge of enterprise IT systems
•    Self-motivation and ability to work at pace and to prioritise a varied workload
•    Confidence to highlight and raise both problems and solutions for exploration
•    Sense of urgency and pride in ownership, coupled with a ‘can do’ attitude
•    Passionate, flexible and committed approach to process dependent task (completer finisher)
•    Experience of working to build strong internal relationships and understanding of customer / stakeholder needs
•    Ability to plan, hold and follow up on meetings

Think you can make a difference? WE ARE your future. 

More details:

•    Full time, permanent role with hybrid working options
•    Competitive salary 
•    10% matched pension, administered by Legal and General
•    3x life insurance 
•    Share Save scheme eligibility 
•    Full access to Employee Assistance programme for self and family members
•    Access to high street retail discounts platform – with access to discounts at Tesco, Asda, etc…
•    Personal development and career progression opportunities

Our commitment to diversity and inclusion?
Excited about the role, but your past experience or qualifications don’t perfectly match everything in the job description? We would encourage you to still apply. Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification. Here at Ibstock Plc we are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across the Ibstock Group. 

Ibstock Plc are committed and passionate about building a diverse environment. We are proud to be an Equal Opportunity employer. You will receive consideration for employment without regard to gender, gender identity or expression, sexual orientation, race, religion, national origin, disability or age.