More about the role

This is an exciting opportunity for someone interested in an entry level IT.  You will be responsible for delivering 1st line IT support to all users across the business, providing excellent customer service. You will be able to develop your IT skills in this role with a clear and well defined career path.

LIFE AT NEW LOOK

London and Weymouth are the core homes of our Icons within key support functions such as Buying, Merchandising, Design, Digital, HR, Finance to name a few… Not forgetting our stores which are the heart of our business, bringing all of the creativity and innovation to life and our distribution centres in Stoke-on-Trent supplying the goods.

All of our products are designed within our support centre to help you express your style, your way. We will give you the opportunity to be the best, boldest and most individual self within your job role allowing you to take your skill set wherever you want it to go.

YOUR DAY TO DAY WILL INCLUDE:

You will be responsible for delivering 1st line IT support to all users across the business, providing excellent customer service.

Incident Management:

You will be responsible for;

• Triage and resolve incidents and complete service requests from all areas of the business at first point of contact

• Own the incidents and service requests with the aim of not referring calls to second line support unless absolutely necessary

• Consulting with other teams to resolve incidents & increase the first time fix rate of the team.

• Maintain an effective working knowledge of incident resolution across all areas in order to maximise customer service and call resolution

• Escalate high priority incidents to both internal and external teams, in line with New Look’s incident management processes

• Taking end-to-end ownership of incidents & service requests, ensuring accurate and timely updates are maintained in our service management tool for customers to view

• Processing requests for access and the addition of new groups or users in a timely manner

• Assisting in the investigation and resolution of issues relating to system access

• Keeping and maintaining accurate access control records, working documents and databases

• Complete all mandatory training as a minimum to ensure you have the right knowledge and skills and look to enhance your own experience

• Have a reasonable understanding of IT security so that you are able to advise customers around any issues they raise and escalate as necessary to the IT security team