To support our progress, we are currently recruiting for a 2ndLine Hardware Analyst to come and join our team at our Head Office Site in Leicester, LE67 6HS. Job Purpose: In this role you will be providing our colleagues with the equipment they need to be effective in their functions, empowering them to get the most value from their tech tools. Rectifying faults and providing advice on a wide range of hardware including audio visual equipment, phones, operating systems, and related software. Working to solve our customers questions first time in a friendly way and offering training and guidance to avoid a recurrence When onboarding a new colleague, you will often be their first experience of tech, so we are looking for someone with great hardware knowledge and customer service skills. Our hardware fleet is a valuable asset, you will take pride in maintaining it to the highest standards throughout its life and disposing of it responsibly afterwards. Key Accountabilities: Procurement and recharging of new hardware, ensuring we have stock configured and ready to go to new starters or to replace broken kit. Maintain the tech storeroom to the highest standards, ensuring organization, safety, and efficient inventory management. Develop and maintain a standard image for desktop and laptop devices to limit disruption to end-users of new equipment. Hold a record of all kit in the field make sure it is issued, maintained, returned to tech between users and then disposed of at the end of its useful life. Provide advanced troubleshooting and resolution for hardware-related issues, serving as an escalation point for 1st line support. Repair, patch and maintain our hardware fleet to ensure reliability and compliance with our cyber essentials accreditation Liaise with hardware vendors for warranty claims, repairs, and procurement of new equipment. Responding to and resolving IT incidents and service requests in a timely and professional manner, while ensuring that all incidents are logged and prioritized according to agreed SLAs and in line with company policies Knowledge, Skills and Experience Essential: Experience of maintaining PC and mobile device hardware including imaging patching, upgrades and repairs. Flexible, strives for efficiency and doesn't mind getting their hands dirty. Experience of Mobile Device Management platforms. Passionate about service delivery and customer satisfaction. Enjoy working in a customer facing fast paced environment and be able to multitask and prioritise effectively. Great interpersonal and communication skills - both verbal and written. Known as the one who finishes the job they start. Strong Knowledge of Microsoft desktop operating systems and applications. Experience using IOS and supporting Apple devices. Desirable: Application packaging and use of remote access tools to update hardware. ITIL. Imaging Using WDS or MDT. Experience using Patch Management, and vulnerability detection tools Deep experience on one or more hardware or equipment platforms. Key Performance Indicators: Ensuring a 95% patch rate within 14 days on our windows applications. ServiceDesk requests for new hardware are completed within SLA 95% time. One example of great customer feedback achieved each month. Leaver's kit is identified and returned to Ibstock tech team within SLA 80%. Contribute 1 knowledge base article, training video or crib sheet per month. Role Expectations: Training will be provided as and where necessary, Ibstock commits to each team member to have at least one training or development opportunity per year. Dimensions & Relationships Scale & Scope: Growth opportunity Budget: N/A (Infrastructure Manager budgets) Key Relationships: Internal: Hardware end-users Heads of department IT ServiceDesk and Infrastructure team Wider IT team External: Hardware and software providers Audit authorities Environment Reports to: Service Desk Manager Site(s): Based at Ibstock, Leicester Road Offices (IT) a minimum of three days a week. Requirement to travel / attend all sites across the estate. Direct reports: N/A Indirect reports N/A Think you can make a difference? WE ARE your future. More details: Full time, permanent role Competitive salary Digicare Provided by Aviva 10% matched pension, administered by Legal and General 3x life insurance Share Save scheme eligibility Full access to Employee Assistance programme for self and family members Access to high street retail discounts platform - with access to discounts at Tesco, Asda, Personal development and career progression opportunities Our commitment to diversity and inclusion? Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification. Here at Ibstock Plc we are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across the Ibstock Group. Ibstock Plc are committed and passionate about building a diverse environment. We are proud to be an Equal Opportunity employer. You will receive consideration for employment without regard to gender, gender identity or expression, sexual orientation, race, religion, national origin, disability or age. ADZN1_UKTJ