1st Line Support Analyst - IT Service Desk
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
- Act as the initial contact point for users via phone, email, self-service portal, or chat.
- Accurately log, categorise, and prioritise all incidents and service requests in the ITSM tool.
- Perform triage to determine ticket urgency, impact, and appropriate resolution path.
- Identify recurring or related issues and link tickets accordingly.
First-Line Troubleshooting & Resolution
- Provide first-time fixes using standard troubleshooting steps, documented workarounds, and knowledge base articles.
- Assist with password resets, account unlocks, software installations, and basic hardware/software issues.
- Escalate complex or unresolved tickets to 2nd Line or specialist teams with full diagnostic details.
Customer Service & Communication
- Deliver excellent customer service, ensuring all users receive timely updates on ticket progress.
- Set clear expectations regarding resolution times in line with SLAs.
- Communicate technical issues in a clear, user-friendly manner.
Service Delivery & Compliance
- Monitor open tickets to ensure progress within SLA and chase resolver groups when necessary.
- Follow ITIL-aligned processes (Incident, Request Fulfilment, Change, and Problem Management).
- Adhere to security and compliance standards when handling user data and system access.
Continuous Improvement & Knowledge Sharing
- Contribute to the service desk knowledge base by documenting new solutions and known issues.
- Proactively identify opportunities to improve service desk processes and user experience.
- Participate in team meetings, training, and service reviews to maintain technical and procedural knowledge.
What we’ll do for you
In a culture where hard work is recognised and great results are rewarded; you can look forward to a company bonus that will give you a share of our success (up to 20% of your base salary). Then there’s a generous staff discount, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus, flexible working, free on-site parking, generous discounts on products and services and more. A lot more. We’re committed to promoting talent from within too, which means you’ll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.
Diversity, Equity and Inclusion
At Topps Group we believe that diversity isn’t just a box to tick. We are committed to creating an authentic ‘One Topps’ culture, where our colleagues feel included and supported regardless of who they are or where they are from
We actively welcome applications from individuals of all races, ethnicities, genders, sexual orientations, abilities, ages, religions, and socio-economic backgrounds. If you need any adjustments during the recruitment process, just let us know—we’re here to support you.
Join us in shaping a culture where inclusion is more than a policy—it’s a daily practice.
Think you know Topps Group? Think again.
There's plenty about Topps Group that might surprise you. Like the fact that you don't need to be a DIY or tile expert to work in one of our stores or our Leicester based Support Centre.
Or the fact that that we're Britain's largest specialist tile retailer, with more than 1,600 in-store specialists providing world class customer service to homeowners and tradespeople in over 300 stores nationwide.