Technical Support Analyst
Company
Location
Leicester, England, United Kingdom
Posted At
8/4/2025
Advertise with us by contacting: [email protected]
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Description
Job Description
About the Role:
You've seen our brand, but you might not know the tech that powers it. The Customer Contact Experience (CCx) Technology team is the driving force behind the seamless support we offer across the UK, Europe, and India. We build and manage the tools our contact centres rely on, from our Zendesk CRM to our Chat Bots, Voice Bots, and beyond.
As a CCx Tech Support Analyst, you'll be at the heart of the action. You'll provide second-line support for a suite of over fifty systems, ensuring they're not just running, but running flawlessly. You'll be configuring, updating, and troubleshooting the very tools that connect us with our customers. This isn't just about fixing things; it's about making them better. You will be a key player in a team of support analysts, and you'll have a direct impact on how we operate.
About You:
We're looking for someone with a passion for technology and a drive to provide top-tier customer service. You'll be the go-to person for our business users, managing incidents and requests from start to finish. You're not afraid to get your hands dirty, whether it's monitoring our systems with Dynatrace, escalating complex issues to our developers, or getting involved in key business events.
You’re a natural problem-solver who loves to get stuck in, with a strong technical mindset and a real drive to learn and grow. You know your way around Incident and Change Management tools like ServiceNow, and you’re comfortable managing and updating systems to keep them running smoothly.
You’re great with people and can build strong relationships with stakeholders, whether you’re communicating online or face-to-face. You know how to manage content, perhaps using tools like Zendesk Guide, and you can navigate G-Suite or Microsoft Office with ease.
And if you have any of these, even better:
So if you’re an expert in this field, have strong communication skills and considerable technical support knowledge, work with initiative and can build great working relationships within the business, this is the place for you – and your career.
About Us
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!
About The Team
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.
About the Role:
You've seen our brand, but you might not know the tech that powers it. The Customer Contact Experience (CCx) Technology team is the driving force behind the seamless support we offer across the UK, Europe, and India. We build and manage the tools our contact centres rely on, from our Zendesk CRM to our Chat Bots, Voice Bots, and beyond.
As a CCx Tech Support Analyst, you'll be at the heart of the action. You'll provide second-line support for a suite of over fifty systems, ensuring they're not just running, but running flawlessly. You'll be configuring, updating, and troubleshooting the very tools that connect us with our customers. This isn't just about fixing things; it's about making them better. You will be a key player in a team of support analysts, and you'll have a direct impact on how we operate.
About You:
We're looking for someone with a passion for technology and a drive to provide top-tier customer service. You'll be the go-to person for our business users, managing incidents and requests from start to finish. You're not afraid to get your hands dirty, whether it's monitoring our systems with Dynatrace, escalating complex issues to our developers, or getting involved in key business events.
You’re a natural problem-solver who loves to get stuck in, with a strong technical mindset and a real drive to learn and grow. You know your way around Incident and Change Management tools like ServiceNow, and you’re comfortable managing and updating systems to keep them running smoothly.
You’re great with people and can build strong relationships with stakeholders, whether you’re communicating online or face-to-face. You know how to manage content, perhaps using tools like Zendesk Guide, and you can navigate G-Suite or Microsoft Office with ease.
And if you have any of these, even better:
- Experience with cloud-based systems like ADO.
- A knack for process documentation and flowcharting.
- Skills in resolving server or IIS issues.
- Knowledge of programming in React.
- An ITIL v3 Foundation certification.
- 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
So if you’re an expert in this field, have strong communication skills and considerable technical support knowledge, work with initiative and can build great working relationships within the business, this is the place for you – and your career.
About Us
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!
About The Team
- 25% off most NEXT, MADE*, Lipsy*, Gap* and Victoria's Secret* products (*when purchased through NEXT)
- 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 digital GP and other free health and wellbeing services
- Free on-site parking
- Financial Wellbeing - Save, track and enhance your financial wellbeing
- Apprenticeship - Grow and develop on the job whilst gaining a qualification
- Direct to Work - Discount online and instore, collect your items the next day for free from your place of work or local store
- Support Networks - Access to Network Groups to empower and celebrate each other
- Wellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more
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.
Advertise with us by contacting: [email protected]
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