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Support Centre Analyst

Leicester, Leicestershire
Closing date
2 May 2024

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Job Details


About the Team

Reporting into the Next and TP Support Manager , you’ll be working in a team of 11 with the ultimate goal of ensuring we resolve IT issues for users around the business in a timely manner and all tasks are completed accurately, on time and in line with our standard operating procedures. You will ensure the best service is provided at all times and all calls are prioritised/ resolved within a set SLA.

About the Role

You’ll be handling queries and raising incidents from all areas of the business including Head Office, Warehouse, Online and Stores. You will provide 1st line system support for hardware and software issues. You will  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 around the business. You will need to ensure that the best services are provided at all times and ensure all calls are prioritised and resolved within a reasonable time frame.

In this role, you will 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 will get to work with 3rd party companies and other key stakeholders across the business as another large part of this role is to keep the various teams in IT updated and aware of any issues. You will also be responsible for highlighting common trends and issues.

You will need to provide excellent customer service as you will be speaking to all levels of management as part of the role. 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.

This role consists of full time hours and requires in-office working for each shift due to the nature of the systems we use. The hours for the role are as below:

Shift time: Monday - Wednesday 9am - 5pm 

Thursday - 9am - 3:45pm

Friday and Saturday - OFF

Sunday - 8am to 5pm


  • Able to speak, read and write English at a level that enables you to complete your role, for example, to understand instructions and communicate effectively with stakeholders and/or other team members
  • Experienced in effectively working in a collaborative manner in a large scale, fast paced environment within a multifunctional technical team
  • To have worked in a previous IT support role is advantageous, but not essential.
  • Flexibility when it comes to shifts/overtime and adaptable to changes forced by business needs
  • Excellent telephone manner and communication skills - both written and oral
  • Good command of the English Language including grammar and spelling 
  • Experience using call logging software is advantageous, but not essential
  • Ability to prioritise and work within tight deadlines
  • Previous Customer Services/Call Centre/Helpdesk experience is required
  • Have experience using GSuite, Active Directory, Citrix is preferred
  • 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
  • Business awareness specifically relating to Next is advantageous
  • An understanding of IT terminology


You know Next, but did you know we’re a FTSE-100 retail company employing over 35,000 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 500 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!


  • ​25% off a huge selection of Next, Lipsy & Victoria's Secret products
  • Company performance based bonus
  • Sharesave scheme
  • On-site Nursery available; OFSTED outstanding in all areas
  • 10% off most partner brands & up to 15% off Branded Beauty
  • Early VIP access to sale stock
  • Access to fantastic discounts at our Staff Shops
  • Restaurants with great food at amazing prices
  • Access a 24/7 digital GP and other free health and wellbeing services
  • Free on-site parking


We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application due to a disability or long-term condition, feel free to get in touch with us by email [email protected] (please include 'Workplace Adjustments' in the subject line), or call us on 0116 284 2486 and leave a voicemail.


NEXT is a British multinational clothing, footwear and home products retailer headquartered in Enderby, Leicestershire. It has around 700 stores, of which circa 500 are in the United Kingdom, and circa 200 across Europe, Asia and the Middle East. Next is the largest clothing retailer by sales in the United Kingdom, having overtaken Marks & Spencer in early 2012 and 2014. It is listed on the London Stock Exchange and is a constituent of the FTSE 100 Index.

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