POS Support Analyst

When it comes to UK retail, it’s hard to find a bigger name. We sell thousands of items an hour and are going through a huge change as a business. So we need a solid team with us who are committed to driving our systems forward. For anyone in Computer Services, this is the place to learn. To grow. And to thrive. That could be you.

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 team’s, Data Access, Service Management, alongside looking after our Centrally managed environments - the lot! They also look after some of the lesser known areas of Next Technology such as essential communications, managed print and reprographics.

About the Team

Reporting into the POS Team Leader, you’ll be working in a team of 18 with the ultimate goal ensuring we resolve store 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 in Next stores.

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.

This role consists of full time hours and requires in-office working for each shift. The hours for the role are as below:

Monday-Wednesday 11:00-19:00
Thursday OFF
Friday 11:15-19:00
Saturday OFF
Sunday 10:30-18:30

Essential 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
• 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
• Previous Customer Services/Call Centre/Helpdesk experience 
• Previous retail store experience
• 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

Desirable:

• To have worked in a Next retail store is advantageous, but not essential
• Experience using call logging software 
• Have experience using GSuite
• Full UK driving licence due to timings of shifts