First Line Support Analyst (2 month FTC)

New Look Group; Weymouth; On-site; GBP 25,000 - 30,000; Full time

Job summary

A retail fashion company in Weymouth is searching for a First Line Support Analyst to provide essential IT support to users. Responsibilities include quickly addressing incidents, consulting with teams to resolve issues effectively, and maintaining service management accuracy. The ideal candidate has customer service experience, a good grasp of Microsoft applications, and some troubleshooting knowledge. Competitive benefits include a staff discount and flexible working arrangements.

Benefits

40% staff discount

Access to reward platform

Virtual GP access

Life assurance policy

Extra leave on birthday

Enhanced parental leave

Interest-free season ticket loans

Cycle2Work scheme

Qualifications

• Experience working in IT and/or customer service environments is required.
• Knowledge of ITIL would be an advantage, but not essential.
• A good working understanding of Microsoft Office applications is necessary.

Responsibilities

• Deliver 1st line IT support and maintain customer service.
• Triage and resolve incidents at first point of contact.
• Take ownership of incidents and escalate only when necessary.

Skills

Customer service experience

Good understanding of Microsoft applications

Troubleshooting hardware and software

Job description

First Line Support Analyst (2 month FTC)

Weymouth, UK

Job Description

Posted Friday 19 December 2025 at 01:00

We’re the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.

By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.

THE ROLE

• You will be responsible for delivering 1st line IT support to all users across the business, providing excellent customer service.
• First Line Support is about reacting quickly and positively to incoming incidents and service requests, aiming to resolve issues and complete customer requests at first point of contact.
• Shift work, weekend and bank holiday working required on a rota basis.
• This role is based in our Head Office in Weymouth

WHATS IN IT FOR YOU:

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave (eligibility how to word - how to word on an ad, after 2 years service)
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

WHAT YOU’LL BE DOING:

• Triage and resolve incidents from all areas of the business at first point of contact
• Own the incidents with the aim of not referring calls to second line support unless 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 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 in a timely manner
• Assisting in the investigation and resolution of issues relating to system access
• Have a reasonable understanding of IT security so that you can advise customers around any issues they raise and elevate as necessary to the IT security team
• Complete all mandatory training as a minimum to ensure you have the right knowledge and skills and look to enhance your own experience

WHO YOU ARE:

• Experience of working in IT and/or a customer service environment & an inquisitive nature!
• A good working understanding of Microsoft applications – Outlook, Excel, Word and PowerPoint
• Some knowledge of troubleshooting with hardware, software and networking
• Knowledge of ITIL would be an advantage but not essential

Why New Look?

We care about you and the planet and believe fashion should be a force for positive change . We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.

We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.

We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.

Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth applicationprocess