At a Glance
- Tasks: Provide first line IT support and resolve incidents for users across the business.
- Company: Join a dynamic team at a leading retail company in Weymouth.
- Benefits: Enjoy 40% staff discount, virtual GP access, and extra leave on your birthday.
- Other info: Flexible shift work with opportunities for personal growth and development.
- Why this job: Kickstart your career in IT while making a real difference for customers.
- Qualifications: Experience in IT or customer service, with a good understanding of Microsoft applications.
The predicted salary is between 40000 - 45000 £ per year.
Deliver 1st line IT support to all users across the business, providing excellent customer service. React 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.
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.
- Consult 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.
- Take end‑to‑end ownership of incidents & service requests, ensuring accurate and timely updates are maintained in our service management tool for customers to view.
- Process requests for access in a timely manner.
- Assist 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 escalade 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.
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.
- 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.
- 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.
First Line Support Analyst - Weymouth based (3 month contract) employer: New Look
At New Look, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Weymouth that fosters personal and professional growth. Our First Line Support Analysts enjoy a range of benefits including generous staff discounts, access to virtual healthcare, and unique perks like an extra day off for your birthday, all while working in a supportive environment that values customer service excellence and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support Analyst - Weymouth based (3 month contract)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like New Look.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like New Look. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace First Line Support Analyst - Weymouth based (3 month contract)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to New Look.
How to prepare for a job interview at New Look
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in New Look's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services New Look offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
