Please note: this role is full time office based
In this role, 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.
Computer Services are the backbone of support for ALL colleagues across Next underpinning both the business and Next Technology. They consist of the 1st line central support teams, Data Access, Service Management, alongside looking after our Centrally managed environments. They also look after some of the lesser-known areas of Next Technology such as essential communications, managed print, and reprographics.
About the Role
As a Support Centre Analyst, you’ll be the first line of technical support to anyone with hardware or software issues across the business. 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 and ensure that the best services are provided at all times, prioritising and resolving all calls 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 work with 3rd party companies and other key stakeholders across the business, keeping various teams in IT updated and aware of any issues. Highlighting common trends and issues will also be part of your responsibilities.
You will need to provide excellent customer service, speaking to all levels of management. Keeping users up to date with progress of incidents is paramount, as is promoting the department in a professional manner and taking ownership of user queries.
You’ll be doing all this from our Leicestershire Head Office in a fast-paced, encouraging, and supportive environment. Bring your energy. Play to your strengths. Make things bigger and better than before.
The hours for the role are as below:
Criteria
* 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.
* Previous IT support experience is advantageous, but not essential.
* Flexibility regarding shifts/overtime and adaptability 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.
* Experience using GSuite, Active Directory, Citrix is preferred.
* 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.
* Enthusiastic and willing to learn new skills whilst having a responsible attitude.
* Business awareness specifically relating to Next is advantageous.
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