First Line Support Analyst


Job Details


Head Office Willenhall

Contract Type


Working Pattern

Full Time



Closing Date

14/11/2019 13:00

About this opportunity

This role reports into the first line support team leader and will require strong working relationships with the wider business areas. 

The team works to deliver first line support to the Poundland, Deals, Pep&Co stores in relation to the store application and hardware. You will be required to support with field incident calls from stores and follow them through to resolution.

Poundland is a fast-growing business and we are looking for a confident and driven individual who is looking for a opportunity to begin their IT career. 

What you'll be doing

On a day to day basis you duties will consist of but not limited too:

  • Receive and log calls (tickets) from stores. Work with callers to obtain relevant information that enables the problem to be resolved.
  • Carry out fault diagnosis to provide first time/line fixes.
  • Where a ticket cannot be resolved on a first-line fix basis, ensure that it is assigned to and accepted by either 2nd Line Analyst Support or the correct resolution group
  • Manage the replacement of hardware in store failures with external suppliers.
  • Take responsibility for personal development / building knowledge of the store applications.
  • Be professional and calm in the delivery of support to stores.
  • Own tickets and ensure the customer or user is kept fully updated throughout its life cycle.

About You

We are looking for a highly motivated individual with a strong work ethic and desire to achieve. You will need to be confident in dealing with all levels of colleagues and hold the ability to question and probe in a sensitive manner.

You will need to hold the below skills:

  • Excellent verbal and written communication
  • A good understanding of everyday computer applications
  • Previous experience within a customer service or IT environment is essential
  • Ability to work under pressure


We are offering a competitive salary with a company bonus scheme. On top of that you are entilited to a wide range of benefits such as Private Medical Healthcare, a fantastic pension contribution and access to our portal full of discounts on the highstreets.