Support Centre Analyst - Flexible Working Available

Leicester, Leicestershire
22,845 p/a
27 Jul 2021
27 Aug 2021
Contract Type

About the Team

Reporting into the Support Centre Team Leader, you’ll be working in a team of 8 with the ultimate goal ensuring we resolve business IT issues in a timely manner and all tasks/jobs are completed accurately, on time and in line with the operations procedures.

About the Role

You’ll be providing 1st line technical support and answering queries via phone and chat. You’ll be expected to use different skills and experience to handle all types of queries in this fast paced team whilst keeping abreast of new systems/software developments across Head Office, Contact Centres and our Warehouses.

In this role, you’ll log all contact types into ServiceNow and ensure all incidents are kept up to date as well as escalating more complex queries to our 2nd/3rd line support teams.

You’ll get to work with 3rd party companies and other teams within the department as another large part of this role is to keep the various teams in IT updated and aware of any issues. You’ll also be responsible for highlighting common trends and issues.

Keeping users up to date with progress of incidents is paramount in this role, as is promoting the department in a professional manner and taking ownership of user queries.


The hours for this role are;

Tuesday - Thursday 10-6
Friday - 10-5:45
Saturday 9-5

Criteria Flexibility when it comes to shifts/overtime and adaptable to changes forced by business need

Excellent telephone manner and communication skills - both written and oral

Experience using call logging software

Previous helpdesk experience is advantageous

Have experience using GSuite

Be committed and flexible with great attention to detail

Enjoy challenges and have the ability to work on your own initiative and as part of a team

Be enthusiastic and willing to learn new skills whilst having a responsible attitude

Previous experience using Citrix is advantageous

Full UK driving license is desirable



  • Bonus Scheme
  • Pension Scheme
  • ShareSave Scheme
  • Life Assurance
  • Staff Discount
  • On-site Nursery

About Next

You know Next, but did you know we’re a FTSE-100 retail company employing over 43,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 540 stores, plus the Next Online and it’s now possible to buy on-line from over 70 countries around the world! So we’ve gone global!

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