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
Skills Required
- Logical and analytical problem-solving approach
- Strong organization and time-management skills
- Ability to prioritize workloads and remain calm under pressure
- Strong communication skills with technical and non-technical stakeholders
- Proven experience with Active Directory
- Experience with system log analysis
- Experience with monitoring platforms such as Grafana, Dynatrace, or ELK
- Experience with ServiceNow
- Collaborative mindset and willingness to support and mentor junior team members
- Familiarity with change and problem management processes
- Commitment to information security standards
- Scripting skills in PowerShell or Batch files
What We Do
BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. The company supports the heroes on the frontlines of health care by developing innovative technology, services and solutions that help advance both clinical therapy for patients and clinical process for health care providers. BD and its 65,000 employees have a passion and commitment to help improve patient outcomes, improve the safety and efficiency of clinicians’ care delivery process, enable laboratory scientists to better diagnose disease and advance researchers’ capabilities to develop the next generation of diagnostics and therapeutics. BD has a presence in virtually every country and partners with organizations around the world to address some of the most challenging global health issues. By working in close collaboration with customers, BD can help enhance outcomes, lower costs, increase efficiencies, improve safety and expand access to health care. In 2017, BD welcomed C. R. Bard and its products into the BD family. For more information on BD, please visit bd.com.
