Lead resolution of complex technical incidents for core IT systems, coordinate with internal teams and vendors, perform monitoring and daily administration, mentor junior analysts, create documentation, streamline support workflows, and handle escalations professionally.
We're looking for a Senior Technical Support Analyst to join our Online Credit & Payments team, based from the NEXT Head Office in Leicestershire!
The Role:
As a Senior Technical Support Analyst, you’ll play a pivotal role in keeping NEXT’s core IT systems running smoothly and efficiently. Acting as a trusted expert, you’ll tackle complex technical issues, collaborate directly with internal teams and third-party partners, and keep key stakeholders informed every step of the way.
You won't just react to problems—you’ll look ahead to prevent them, improving our processes and sharing your knowledge to help the wider team grow. Whether you’re guiding junior colleagues or supporting major business events, NEXT will provide you with the resources and environment you need to perform at your best.
What You’ll Take On:
- Take ownership of complex technical incidents from first report to resolution, getting to the true root cause to prevent recurring issues.
- Work alongside internal user groups, cross-functional IT teams, and external vendors to coordinate seamless troubleshooting and keep everyone up to date.
- Perform routine system monitoring, health checks, and essential daily administrative tasks to maintain overall operational stability.
- Mentor and upskill junior analysts through daily guidance, technical training, and supportive peer reviews.
- Create clear, high-quality technical documentation and troubleshooting guides for the team's knowledge base.
- Spot opportunities to streamline existing support workflows, proposing practical solutions that enhance the overall user experience.
- Handle sensitive or escalated issues with empathy and professionalism, ensuring positive outcomes even during busy periods.
What You’ll Bring:
- A logical, analytical approach to problem-solving and a genuine drive to learn and adapt.
- Strong organisation and time-management skills, with the ability to prioritise busy workloads and stay calm under pressure.
- Great communication skills, enabling you to translate technical detail clearly for both technical and non-technical stakeholders.
- Proven experience with Active Directory, system log analysis, monitoring platforms (such as Grafana, Dynatrace, or ELK), and Service Now.
- A collaborative mindset and a passion for supporting others, helping junior team members build their skills and confidence.
- Familiarity with change and problem management processes, alongside a solid commitment to information security standards. (Scripting skills in PowerShell or Batch files are a great bonus!)
If you have the technical expertise and a collaborative mindset to strengthen the systems our colleagues rely on, we would love to see your application.
#LI-NI1
#LI-Hybrid
- 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
Conditions apply to all benefits. These benefits are discretionary and subject to change.
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.
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