There's plenty about Topps Tiles that might surprise you. Like the scale of our Support Office in Leicester. We have Finance, Marketing, Buying, Central Operations, HR, Property, Customer Service and IT all under one roof. Tight-knit teams of talented people working together and working hard to get things done and drive results. But then, would you expect anything less from an ambitious, dynamic, market-leading, multi-million-pound retail business? After delivering our 20% market share goal of "one in five" in 2023, we have launched our new goal - Mission 365 - targeting £365 million of sales.
The 1st Line Support Analyst is the first point of contact for all IT-related incidents and service requests. The role is responsible for triaging tickets, providing effective first-time fixes where possible, and ensuring timely escalation to resolver teams when required. The analyst plays a key part in maintaining high levels of customer satisfaction and meeting IT service delivery standards.
Key Responsibilities
Ticket Management & Triage
1. Act as the initial contact point for users via phone, email, self-service portal, or chat.
2. Accurately log, categorise, and prioritise all incidents and service requests in the ITSM tool.
3. Perform triage to determine ticket urgency, impact, and appropriate resolution path.
4. Identify recurring or related issues an...