Support Centre Analyst

Job Description
About the Role:
Please note: this role is full time office based
In this role you will provide 1st line system support for hardware and software issues. You will be expected to use different skills and experience to handle all types of queries in this fast paced team whilst keeping abreast of new systems/software developments around the business.

When it comes to UK retail, it's hard to find a bigger name. We sell thousands of items an hour and are going through a huge change as a business. So we need a solid team with us who are committed to driving our systems forward. For anyone in Computer Services, this is the place to learn. To grow. And to thrive. That could be you.

Computer Services are the backbone of support for ALL colleagues across Next underpinning both the business and Next Technology. They consist of the 1st line central support team's, Data Access, Service Management, alongside looking after our Centrally managed environments - the lot They also look after some of the lesser known areas of Next Technology such as essential communications, managed print and reprographics.

As a Support Centre Analyst, you'll be the first line of technical support to anyone with hardware or software issues across the business. You'll be handling queries and raising incidents from all areas of the business including Head Office, Warehouse, Online and Stores. You will provide 1st line system support for hardware and software issues. You will be expected to use different skills and experience to handle all types of queries in this fast paced team whilst keeping abreast of new systems/software developments around the business. You will need to ensure that the best services are provided at all times and ensure all calls are prioritised and resolved within a reasonable time frame.

In this role, you will log all contact types into ServiceNow and ensure all incidents are kept up to date as well as escalating more complex queries to our 2nd/3rd line support teams.

You will get to work with 3rd party companies and other key stakeholders across the business as another large part of this role is to keep the various teams in IT updated and aware of any issues. You will also be responsible for highlighting common trends and issues.

You will need to provide excellent customer service as you will be speaking to all levels of management as part of the role. Keeping users up to date with progress of incidents is paramount in this role, as is promoting the department in a professional manner and taking ownership of user queries.

You'll be doing all this from our Leicestershire Head Office. A fast-paced, encouraging and supportive environment in which everyone brings an energy and a commitment to delivering for our customers and their own careers. Bring your energy. Play to your strengths. Make things bigger and better than before. Let's Take It On.

The hours for the role are as below:
Sunday: OFF

Monday: OFF

Tuesday: 10:00-18:00

Wednesday: 10:00-18:00

Thursday: 10:00-18:00

Friday: 10:15-18:00

Saturday: 09:00-17:00

About you:
Criteria

• Able to speak, read and write English at a level that enables you to complete your role, for example, to understand instructions and communicate effectively with stakeholders and/or other team members
• Experienced in effectively working in a collaborative manner in a large scale, fast paced environment within a multifunctional technical team
• To have worked in a previous IT support role is advantageous, but not essential.
• Flexibility when it comes to shifts/overtime and adaptable to changes forced by business needs
• Excellent telephone manner and communication skills - both written and oral
• Good command of the English language including grammar and spelling
• Experience using call logging software is advantageous, but not essential
• Ability to prioritise and work within tight deadlines
• Previous Customer Services/Call Centre/Helpdesk experience is required
• Have experience using GSuite, Active Directory, Citrix is preferred
• Be committed and flexible with great attention to detail
• Enjoy challenges and have the ability to work on your own initiative and as part of a team
• Be enthusiastic and willing to learn new skills whilst having a responsible attitude
• Business awareness specifically relating to Next is advantageous
• An understanding of IT terminology

Desirable

• Proficient user of ServiceNow
• Exposure to Genesys
• Basic knowledge Microsoft Entra

About Us
You know Next, but did you know we're a FTSE-100 retail company employing over 35,000 people across the UK and Ireland. We're the UK's 2nd largest fashion retailer and for Kidswear we're the market leader. At the last count we have over 500 stores, plus the Next Online and it's now possible to buy on-line from over 70 countries around the world So we've gone global

About The Team

• 25% off most NEXT, MADE*, Lipsy*, Gap* and Victoria's Secret* products (*when purchased through NEXT)
• Company performance based bonus
• Sharesave scheme
• On-site Nursery available; OFSTED outstanding in all areas
• 10% off most partner brands & up to 15% off Branded Beauty
• Early VIP access to sale stock
• Access to fantastic discounts at our Staff Shops
• Restaurants with great food at amazing prices
• Access a digital GP and other free health and wellbeing services
• Free on-site parking
• Financial Wellbeing - Save, track and enhance your financial wellbeing
• Apprenticeship - Grow and develop on the job whilst gaining a qualification
• Direct to Work - Discount online and instore, collect your items the next day for free from your place of work or local store
• Support Networks - Access to Network Groups to empower and celebrate each other
• Wellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more

Conditions apply to all benefits. These benefits are discretionary and subject to change.

We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application due to a disability or long-term condition, feel free to get in touch with us by email (please include 'Workplace Adjustments' in the subject line), or call us on and leave a voicemail.