Description About the Role: You've seen our brand, but you might not know the tech that powers it. The Customer Contact Experience (CCx) Technology team is the driving force behind the seamless support we offer across the UK, Europe, and India. We build and manage the tools our contact centres rely on, from our Zendesk CRM to our Chat Bots, Voice Bots, and beyond. As a CCx Tech Support Analyst, you'll be at the heart of the action. You'll provide second-line support for a suite of over fifty systems, ensuring they're not just running, but running flawlessly. You'll be configuring, updating, and troubleshooting the very tools that connect us with our customers. This isn't just about fixing things; it's about making them better. You will be a key player in a team of support analysts, and you'll have a direct impact on how we operate. About You: We're looking for someone with a passion for technology and a drive to provide top-tier customer service. You'll be the go-to person for our business users, managing incidents and requests from start to finish. You're not afraid to get your hands dirty, whether it's monitoring our systems with Dynatrace, escalating complex issues to our developers, or getting involved in key business events. You’re a natural problem-solver who loves to get stuck in, with a strong technical mindset and a real drive to learn and grow. You know your way around Incident and Change Management tools like ServiceNow, and you’re comfortable managing and updating systems to keep them running smoothly. You’re great with people and can build strong relationships with stakeholders, whether you’re communicating online or face-to-face. You know how to manage content, perhaps using tools like Zendesk Guide, and you can navigate G-Suite or Microsoft Office with ease. And if you have any of these, even better: Experience with cloud-based systems like ADO. A knack for process documentation and flowcharting. Skills in resolving server or IIS issues. Knowledge of programming in React. An ITIL v3 Foundation certification. In addition, we’re looking for you to be: 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 You’ll be doing all this from our Leicestershire Head Office. A fast-paced, encouraging and supportive environment in which everyone brings an energy and a commitment to delivering for our customers and their own careers. Bring your energy. Play to your strengths. Make things bigger and better than before. Let’s Take It On. So if you’re an expert in this field, have strong communication skills and considerable technical support knowledge, work with initiative and can build great working relationships within the business, this is the place for you – and your career. LI-HK1