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- Tasks: Provide 1st line support for hardware and software issues in a fast-paced team.
- Company: Join Next, a leading UK fashion retailer with a vibrant culture.
- Benefits: Enjoy discounts, bonuses, health services, and growth opportunities.
- Why this job: Be part of a dynamic team and make a real difference in tech support.
- Qualifications: Strong communication skills and customer service experience required.
- Other info: Flexible shifts and supportive environment for personal and professional growth.
The predicted salary is between 28800 - 43200 ÂŁ per year.
About the Role
This full‑time, office‑based role provides 1st line system support for hardware and software issues across the business. You will use a variety of skills to handle all types of queries in a fast‑paced team, keeping up to date with new systems and software developments.
Job Responsibilities
- 1st line technical support for hardware and software issues across all company locations.
- Log all contact types in ServiceNow, keep incidents up to date and prioritise and resolve calls within an acceptable time frame.
- Escalate complex queries to 2nd/3rd line teams and liaise with third‑party vendors and stakeholders.
- Provide excellent customer service, communicate progress to users and represent the department professionally.
- Work at the Leicestershire Head Office in a supportive, energetic environment.
Hours
- Sunday: OFF
- Monday: OFF
- Tuesday: 11:00–19:00
- Wednesday: 11:00–19:00
- Thursday: 11:00–19:00
- Friday: 11:15–19:00
- Saturday: 09:00–17:00
About You: Criteria
- Strong communication skills
- Experience collaborating in a large, fast‑paced environment
- Previous IT support role advantageous but not essential
- Flexible for shifts and overtime
- Excellent telephone manner, written and oral skills
- Good command of English grammar and spelling
- Experience with call‑logging software advantageous
- Ability to prioritise and work within tight deadlines
- Prior customer service / call centre / helpdesk experience required
- Experience with GSuite, Active Directory, Citrix preferred
- Detail oriented and committed
- Independent with teamwork skills
- Enthusiastic, willing to learn and responsibly proactive
- Business awareness specific to Next advantageous
- Understanding of IT terminology
Desirable
- Proficient user of ServiceNow
- Exposure to Genesys
- Basic knowledge of Microsoft Entra
About Us
Next is a FTSE‑100 retailer employing over 35,000 people across the UK and Ireland. We are the UK’s second largest fashion retailer and the leader in kidswear. We operate 500 stores and an online presence in 70+ countries.
About the Team
The team offers numerous benefits including:
- 25% discount on allied brands
- Performance‑based bonuses and ShareSave scheme
- On‑site nursery and free parking
- Early VIP access to sale stock and staff shop discounts
- Health and wellbeing services
- Apprenticeship and growth opportunities
- Support networks and flexible gym memberships
We support all candidates during the application process and provide workplace adjustments when necessary. If you need support due to a disability or long‑term condition, contact us by email at headoffice_careers@next.co.uk (subject “Workplace Adjustments”) or call 0116 284 2486.
Support Centre Analyst in Leicester employer: Next
Contact Detail:
Next Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Centre Analyst in Leicester
✨Tip Number 1
Get to know the company! Research Next and understand their values, culture, and what they stand for. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role requires strong communication, try role-playing common support scenarios with a friend. This will help you articulate your thoughts clearly and confidently when dealing with customers.
✨Tip Number 3
Be proactive! If you have any experience with IT support or customer service, think of specific examples where you solved problems or helped users. Prepare to share these stories during your interview to demonstrate your skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re serious about joining Next and ready to take the next step in your career.
We think you need these skills to ace Support Centre Analyst in Leicester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Support Centre Analyst role. Highlight any relevant experience, especially in IT support or customer service, and don’t forget to mention your communication skills!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the role and how your skills align with what we’re looking for. Keep it friendly and professional.
Show Off Your Tech Skills: Since this role involves technical support, be sure to mention any experience you have with call-logging software like ServiceNow or any familiarity with IT terminology. It’ll show us you’re ready to hit the ground running!
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s straightforward and ensures your application gets to the right people quickly. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Next
✨Know Your Tech
Brush up on your technical knowledge, especially around common hardware and software issues. Familiarise yourself with IT terminology and any specific tools mentioned in the job description, like ServiceNow and GSuite. This will help you answer questions confidently and show that you're ready to tackle the role.
✨Show Off Your Communication Skills
Since this role requires strong communication, practice articulating your thoughts clearly. Think about examples from your past experiences where you successfully resolved issues or helped customers. Being able to convey your ideas effectively will impress the interviewers.
✨Demonstrate Your Customer Service Mindset
Prepare to discuss your previous customer service experiences. Highlight how you prioritised customer satisfaction and handled difficult situations. This will show that you understand the importance of providing excellent support, which is crucial for a Support Centre Analyst.
✨Be Ready for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think through potential issues you might face in the role and how you would handle them. This will showcase your ability to think on your feet and your readiness for the fast-paced environment.