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For Companies At a Glance
- Tasks: Provide first line IT support and resolve incidents for all users.
- Company: Join a feel-good fashion brand with over 55 years of making style accessible.
- Benefits: Enjoy 40% staff discount, private medical scheme, and extra leave on your birthday.
- Why this job: Be part of a diverse team that values inclusion and personal development.
- Qualifications: Experience in IT or customer service; knowledge of Microsoft applications is essential.
- Other info: Flexible working patterns available; training provided for career progression.
The predicted salary is between 24000 - 36000 £ per year.
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
- Private pension scheme
- 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
- 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
- Good communication skills
- Knowledge of ITIL would be an advantage but not essential
Why New Look?
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.
Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process #J-18808-Ljbffr
First Line Support Analyst (Weymouth Office) employer: New Look
Contact Detail:
New Look Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Analyst (Weymouth Office)
✨Tip Number 1
Familiarise yourself with the common IT issues that users face in a retail environment. Understanding these problems will help you demonstrate your ability to resolve incidents quickly and effectively during the interview.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily relies on providing excellent support. Think of examples from your past experiences where you successfully handled difficult situations or resolved customer complaints.
✨Tip Number 3
Research New Look's values and culture. Be prepared to discuss how your personal values align with theirs, especially around being customer obsessed and working as a team. This will show that you're a good fit for their environment.
✨Tip Number 4
Prepare to talk about your technical skills, particularly your knowledge of Microsoft applications and any troubleshooting experience. Highlighting your familiarity with these tools will demonstrate your readiness for the role.
We think you need these skills to ace First Line Support Analyst (Weymouth Office)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the First Line Support Analyst position. Tailor your application to highlight relevant experience in IT support and customer service.
Highlight Relevant Skills: Make sure to emphasise your skills in Microsoft applications, troubleshooting, and communication. If you have any knowledge of ITIL, mention it as it could give you an edge.
Craft a Strong CV: Ensure your CV is in a simple format, like Microsoft Word, as specified. Include your work experience, particularly in IT and customer service, and any relevant training or certifications.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your values align with New Look's and provide examples of how you've successfully resolved customer issues in the past.
How to prepare for a job interview at New Look
✨Show Your Customer Service Skills
Since the role focuses on delivering excellent customer service, be prepared to share examples of how you've successfully handled customer queries or issues in the past. Highlight your ability to remain calm and positive under pressure.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Microsoft applications and basic troubleshooting techniques. Be ready to discuss any relevant experience you have with hardware, software, and networking, as this will show your capability to handle first-line support effectively.
✨Understand the Company Values
Familiarise yourself with New Look's values and culture. Be ready to explain how you embody these values in your work ethic and approach to teamwork, as this will demonstrate that you're a good fit for their environment.
✨Prepare for Scenario Questions
Expect scenario-based questions where you may need to demonstrate how you would handle specific incidents or service requests. Practising these types of questions can help you articulate your thought process and problem-solving skills during the interview.
