1st Line Support Analyst

Our Role
*Please note, whilst we are currently based in Swan Valley, we are in the process of an office move to Brackmills*
To provide first line support to The White Company’s internal staff & stores. Work closely with 3rd party vendors to ensure services are delivered within the agreed SLA.
Main contacts: TWC staff – all departments, Third Party Vendors, IT Projects team, Business Stakeholders, Senior Management.
Scope: Acting as first point of contact for all Incidents and Requests raised by the TWC business and Stores. Working with other resolver groups (Application Support, Networks and Infrastructure) to own and resolve Incidents and requests.
The role requires coverage predominantly in our Northampton office. It also requires participation on an on call support rota.
What you'll be doing
Act as the first point of contact for support issues via phone, email, electronic request or in person. Accurately log, update and manage requests and incidents within the Freshworks tool. Log requests/incidents with 3rd party vendors as required. 1st line support to all TWC Internal applications and Email Deliver exceptional customer service to our internal user base. Follow documented service management processes. Create knowledge base articles & documentation as required. Work within defined SLA’s. User / leaver process Access Control Mobile Phone and iPad setup and maintenance Store and Office Printer setup and maintenance Store Till support Remote Desktop Support (Application installs, troubleshooting and repairs) Daily routines/checks Taking on shift-left activities from other resolver groups. Monitoring and responding to Network outages New starter Hardware installations Be part of on-call rota to provide out of hours support Please read the attached Job Description for more detail on the role responsibilities and skills or experience required
What we’ll offer you
At The White Company, we value our employees for always going the extra mile; we reward this with great benefits and competitive salaries.
Discount - 50% discount Holiday - 23 days rising to 25 with length of service Holiday Buy - opportunity to buy up to 5 days holiday Perkplace Benefits Platform – offering a variety of discounts across wellbeing and lifestyle WagestreamMoney Management app -access toWagestreamgives you power over your payand supports financial wellbeing Private Medical - with additional Babylon Digital Healthcare Pension Scheme Discretionary bonus scheme. Life Assurance Fruit basket daily Tea and coffee provided Social - Christmas party/social events throughout the year Seasonal Sample Sales Volunteer Day - with a charity of your choice
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