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- Tasks: Provide first line IT support and resolve incidents for a fun fashion brand.
- Company: Join a feel-good fashion brand with over 55 years of experience.
- Benefits: Enjoy 40% staff discount, healthcare options, and extra leave on your birthday.
- Other info: Flexible working patterns and opportunities for personal development.
- Why this job: Make a real impact by helping customers and enhancing their experience.
- Qualifications: Experience in IT or customer service, and knowledge of Microsoft applications.
The predicted salary is between 24000 - 36000 £ per year.
First Line Support Analyst (5 month FTC) Weymouth Office
Weymouth, UK
Job Description
We’re the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.
By living our values – we play to win, customer obsessed, we are one and it starts with me – we deliver That New Look Feeling for our customers and each other.
THE ROLE:
- You will be responsible for delivering 1st line IT support to all users across the business, providing excellent customer service.
- First Line Support is about reacting quickly and positively to incoming incidents and service requests, aiming to resolve issues and complete customer requests at first point of contact.
- Shift work, weekend and bank holiday working required on a rota basis.
WHATS IN IT FOR YOU
- 40% staff discount plus friends & family discounts throughout the year
- Access to our reward platform for external discount and offers
- Profit related bonus scheme
- Option to join our Healthcare Private Medical Scheme
- Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
- All employees are covered by our life assurance policy from day one
- Unlock extra leave with our buy more holiday scheme.
- Celebrate YOU! Enjoy an extra paid day off on your birthday each year
- Enhanced maternity, paternity and adoption leave, and shared parental leave.
- Spread the cost of your commute with interest-free season ticket loans
- Do your bit for the environment and save money with our Cycle2Work scheme
- We\’re proud to partner with the Retail Trust and Fashion & Textile Children\’s Trust
WHAT YOU’LL BE DOING (RESPONSIBILITIES)
- Triage and resolve incidents from all areas of the business at first point of contact
- Own the incidents with the aim of not referring calls to second line support unless necessary
- Consulting with other teams to resolve incidents & increase the first-time fix rate of the team.
- Maintain an effective working knowledge of incident resolution across all areas to maximise customer service and call resolution
- Escalate high priority incidents to both internal and external teams, in line with New Look’s incident management processes
- Taking end-to-end ownership of incidents & service requests, ensuring accurate and timely updates are maintained in our service management tool for customers to view
- Processing requests for access in a timely manner
- Assisting in the investigation and resolution of issues relating to system access
- Have a reasonable understanding of IT security so that you can advise customers around any issues they raise and escalate as necessary to the IT security team
- Complete all mandatory training as a minimum to ensure you have the right knowledge and skills and look to enhance your own experience
WHO YOU ARE
- Experience of working in IT and/or a customer service environment & an inquisitive nature!
- A good working understanding of Microsoft applications – Outlook, Excel, Word and PowerPoint
- Some knowledge of troubleshooting with hardware, software and networking
- Knowledge of ITIL would be an advantage but not essential
We care about you and the planet and believe fashion should be a force for positive change . We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.
We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.
We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we\’re keen to discuss this with you in line with the output needed for the role.
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First Line Support Analyst (5 month FTC) Weymouth Office employer: New Look Group
Contact Detail:
New Look Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Analyst (5 month FTC) Weymouth Office
✨Tip Number 1
Get to know the company culture! Before your interview, check out their social media and website to see how they engage with customers and employees. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about delivering excellent support, think of examples from your past experiences where you resolved issues or helped customers. Be ready to share these stories during your interview.
✨Tip Number 3
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions prepared about the team, the role, or the company’s future. This shows you're engaged and eager to learn more about how you can contribute.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really want to be part of the New Look family.
We think you need these skills to ace First Line Support Analyst (5 month FTC) Weymouth Office
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the First Line Support Analyst role. Highlight any customer service experience and IT knowledge you have, as we want to see how you can contribute to our team!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to express your enthusiasm for the role and the company. Let us know why you’re excited about joining StudySmarter and how you embody our values.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can think on their feet and resolve issues quickly, just like you’ll need to do in this position!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at New Look Group
✨Know Your Stuff
Make sure you brush up on your IT knowledge, especially around Microsoft applications and basic troubleshooting. Familiarise yourself with common issues that users might face and how to resolve them quickly. This will show that you're ready to hit the ground running!
✨Customer Service is Key
Since this role is all about delivering excellent customer service, think of examples from your past experiences where you've gone above and beyond for a customer. Be prepared to discuss how you handle difficult situations and maintain a positive attitude.
✨Understand the Company Culture
Get to know the values of the company, like being customer obsessed and playing to win. During the interview, try to weave these values into your answers to demonstrate that you align with their culture and can contribute positively to the team.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of your interview. This shows your interest in the role and the company. You might want to ask about the team dynamics or what a typical day looks like for a First Line Support Analyst.