Support Centre Analyst

We're looking for a Support Centre Analyst to join our Support Operations Team based from the Next Head Office in Leicestershire!

The Role

Please note: this role is full time office based

This role operates on a 5-day weekly shift pattern from Saturday to Wednesday, with working hours from 9:00 to 17:00 (Saturday to Tuesday) and an early finish at 16:45 on Wednesdays.

The Support Operations department is the backbone supporting all colleagues and driving our systems forward. As a Support Centre Analyst based at our fast-paced Leicestershire Head Office, you will be the vital first line of technical support for hardware and software issues across our entire business.

Your role is crucial in ensuring our teams across Head Office, Warehouses and Online stay connected and fully operational. Whether handling a query from a store manager or escalating a complex technical issue, the difference you make directly keeps NEXT moving during a period of massive business change.

To help you thrive, NEXT offers an encouraging environment where you will receive the training needed to master our systems, learn to evolve, and actively progress your career.

What You’ll Take On

• Act as the primary point of contact for technical support, efficiently logging incidents into ServiceNow.
• Prioritise, manage, and resolve first-line hardware and software queries within reasonable timeframes to deliver an excellent customer service experience.
• Take ownership of user queries, keeping stakeholders at all levels of management regularly updated on progress.
• Collaborate closely with internal IT teams, third-party companies, and wider business stakeholders to invite collaboration and keep everyone aware of ongoing system issues.
• Proactively identify and highlight common technical trends to prevent recurring problems.
• Escalate complex technical queries smoothly to our second and third-line support teams.
• Promote the Support Operations department professionally, keeping pace with new systems and software developments.

What You’ll Bring

• Proven experience working in a customer-facing environment, customer service role, helpdesk, or call centre setup.
• Outstanding communication skills and an excellent telephone manner, with a strong command of written and spoken English.
• A natural ability to build positive relationships, work collaboratively within a team, and communicate clearly with everyone.
• Strong organisational strengths, with the ability to maintain accuracy and detail in a busy, fast-paced environment.
• A responsible, enthusiastic attitude with a genuine willingness to learn new technical skills and tackle fresh challenges.
• An understanding of basic IT terminology, with any previous exposure to GSuite, Active Directory, Citrix, ServiceNow, Genesys, or Microsoft Entra being highly advantageous.
• Flexibility and adaptability regarding shifts to successfully meet changing business needs.

We build on success, learn from failure, and go again. If you are ready to push the boundaries and make an impact together, we want to hear from you.
Explore the opportunity and apply today.
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