IT Service Desk Analyst

Superdrug; Croydon; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join Superdrug as an IT Service Desk Analyst in a vibrant team at our Croydon office. You will provide crucial technical support to colleagues, ensure timely resolution of IT incidents, and gain exposure in a dynamic retail environment. This role offers opportunities for learning and growth while enjoying competitive benefits including hybrid working and generous holiday allowances.

Benefits

33 days holiday rising to 38 days with length of service

30% discount on Superdrug Own Brand Products

Hybrid working patterns available

Company pension matching and bonus

Wagestream access for pay management

Unrivalled Learning and Development programmes

Enhanced maternity/shared parental/adoption leave

Qualifications

• Experience in a customer service role is an advantage.
• Willingness to learn and take on new challenges.
• A good communicator who can adapt style to suit the audience.

Responsibilities

• Provide technical support via phone, email, and remote control.
• Log and assign incidents and service requests.
• Maintain a high degree of customer service and follow ITIL principles.

Skills

Excellent communication skills

Customer service

Problem solving

Self-management

Proactive

Job description

Join to apply for the IT Service Desk Analyst role at Superdrug

Join to apply for the IT Service Desk Analyst role at Superdrug

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Why Superdrug?

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.

Why Superdrug?

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.

We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.

Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Here's the exciting bit…a day includes

Role Purpose

This is a great opportunity to join the IT Service Desk team that provides technical support to our store and head office colleagues. Working as Service Desk Analyst, you will be part of a team that wants you to learn and grow your IT career.

A Typical Day In This Role Includes

Provide technical support, responding to incidents and service requests raised with the Service Desk via phone, email and remote control

Provide technical support, responding to incidents and service requests raised with the Service Desk via phone, email and remote control

Provide first-line investigation and diagnosis.

Ensure all incidents and service requests are logged and assigned, with appropriate levels of detail, categorisation and prioritization

Take pride in ensuring that incidents are responded to and resolved in a timely manner to meet defined service level targets.

Complete relevant and skilled investigations, before escalating to other support groups.

Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with users

This Job Is a Good Fit For You If

You enjoy learning new skills and putting them into practice

You are good at self-management and can prioritise your time

You can easily and effectively communicate with your peers and your customers

You are motivated by delivering great service

You get satisfaction through understanding and resolving a problem

You are curious and proactive, and keen to develop your skills

What You’ll Need

Excellent communication skills

Able to flex your communication style to suit your audience

Willingness to learn and take on new challenges

Experience in a customer service role would be an advantage

Here's What's In It For You

• 33 days holiday rising to 38 days with length of service (inclusive of bank holidays)
• 2 staff discount codes for yourself and a family member or friend
• 30% discount on Superdrug Own Brand Products both in store and online
• Hybrid working patterns available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station
• Company pension matching and bonus
• We offer Wagestream - a money management app that gives you access to a percentage of your pay as you earn it
• Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK
• We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets!
• Unrivalled Learning and Development programmes
• Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support
  
  

Come and be part of something special.

Hours: 37.5 | 9.00am - 5.30pm - Hybrid working available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.

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Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Retail

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