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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Administration

1st Line Maintenance Analyst

United Kingdom, Birchwood · Job Posted June 10, 2026
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Job Description

The main purpose of this role is to be a point of escalation for a busy maintenance desk that support the Retail estate. To assist in supporting and training the team and to aim to meet the SLA Targets of a call abandonment rate of 3%.

Job Responsibility

  • Act as the first point of contact for maintenance-related incidents and service requests
  • Log, categorise, and prioritise incidents accurately in the maintenance or ticketing system
  • Resolve routine, low-complexity issues using documented procedures
  • Escalate unresolved or complex issues to 2nd line support in line with SLAs
  • Maintain accurate records of incidents, actions taken, and resolutions
  • Update knowledge base articles with fixes or observations where appropriate
  • Ensure maintenance logs are kept up to date
  • Identify when issues exceed 1st line authority or capability
  • Provide clear handover notes to higher-line teams to support efficient resolution
  • Follow escalation paths and operational guidelines

Requirements

  • Strong verbal communicator
  • IT literate with experience of Microsoft Office, Word, Excel and Outlook
  • Experience working in a similar role
  • Be competent in working autonomously
  • Will have experience operating within a busy call centre environment
  • Will be a problem-solver and have excellent communication and time management skills
  • Ability to manage multiple priorities, within a fast-paced environment and follow through on calls to completion

What we offer

  • bonuses
  • incentives
  • retail discount vouchers
  • monthly pension contributions
  • enhanced maternity & paternity pay
  • long-service recognition programme
  • life milestone rewards
  • recognition scheme to earn and convert points to spend with over 700 retailers
  • financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching
  • mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests
  • access to further training and development opportunities
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