Service Desk Technician

Superdry; Cheltenham; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Company Pension scheme

Life Assurance policy

Staff discount 50%

Onsite parking

Cycle To Work Scheme

Learning and development materials

Volunteer time off

Employee assistance program

Job summary

Superdry is seeking a diligent Service Desk professional to provide high‑quality technical support to our global workforce. You will own incidents from initial logging to resolution, across Windows, macOS and M365, while maintaining communication and meeting SLAs.

You'll work with the Service Desk Engineer and other specialists to resolve issues, identify trends, and contribute to a smooth IT operations workflow in a fast‑paced retail environment.

Qualifications

• Experience handling incidents across Windows, macOS and M365 environments.
• Strong communication skills and a customer‑focused approach.
• Able to take ownership of escalated issues and drive them to resolution.

Responsibilities

• Provide high‑quality technical support for incidents and requests escalated from the Associate Service Desk Technician.
• Take ownership of incidents across Windows, macOS, M365 and network environments; escalate to specialists when needed.
• Log, prioritise, update and resolve tickets within SLAs using the Service Desk platform.
• Proactively keep users informed on progress of calls with clear communication.
• Collaborate with colleagues to identify recurrent issues and drive proactive resolutions.

Skills

Windows

macOS

M365

Customer service

Communication

Job description

The Role

This is a pivotal role within the Superdry Service Desk, responsible for providing a high-quality technical support service to Superdry’s global workforce. Working alongside the Service Desk Engineer and supporting the Associate Service Desk Technician, the postholder handles a broad range of incidents and service requests, takes ownership of escalated issues, and contributes to the smooth running of the Service Desk operation.

You Will

• Provide a high-quality technical support service, handling incidents and service requests escalated from the Associate Service Desk Technician and resolving them efficiently.
• Take ownership of incidents across Windows, macOS, M365, and network environments, escalating to the Service Desk Engineer or 3rd line Technical Specialists where appropriate.
• Ensure all tickets are correctly logged, prioritised, updated, and resolved within agreed SLAs using the Service Desk platform.
• Proactively keep users informed of progress on outstanding support calls, maintaining a high standard of communication throughout.
• Work with colleagues to identify repeat issues and underlying problems, contributing to proactive resolution.

You Are

• A capable support technician with experience handling a broad range of incidents across Windows, macOS, and M365 environments.
• Comfortable taking ownership of escalated issues and working them through to resolution.
• Organised, with good time management and the ability to prioritise effectively in a busy environment.
• Patient and empathetic to users of all skill levels — you never make anyone feel silly for asking for help.
• Competent in basic network troubleshooting, with an appetite to develop this skill further.
• A strong communicator, both written and verbal, with a genuine commitment to customer service.
• Keen to develop your technical skills and progress within the IT Operations team.
• A collaborative team player who is happy to support colleagues and pitch in across different areas as needed.

Working for Superdry has never been so rewarding…

• 25 days annual leave, plus bank holidays, we also offer a holiday buying scheme
• An additional day off to celebrate your Birthday
• Family is massively important to us, so we have a broad range of family-friendly working policies in place, including enhanced maternity, paternity, and adoption leave
• Company Pension scheme
• All employees are covered by our Life Assurance policy whilst working at Superdry. We feel it’s important to offer protection for your family and loved ones in such a situation and to support this we offer life assurance cover which pays a lump sum equivalent either twice or four times your annual salary
• A big staff discount – naturally. Because we know that you love to wear Superdry, you’ll benefit from a 50% discount in store and online
• Our Head Office is home to our very own store for staff only where you can treat yourself to heavily discounted sample stock
• A health cash plan is open to all employees.
• Flexible working and core working hours between 10am – 4pm to help you achieve that all-important work-life balance
• Access to onsite parking and as part of our sustainable development goals, we have a selection of electrical car parking points freely available to staff.
• A range of learning and development materials to help you in your career and grow with us
• We like to give back, so we allow our employees time off for volunteering work
• A global employee assistance plan in place that you can access anytime you want - it’s free and confidential
• You’ll also have access to a Cycle To Work Scheme
• A range of local discounts with businesses across Gloucestershire

At Superdry, everyone has a voice and we want to hear it. We create environments where individuality can flourish and is celebrated as part of who we are as a brand. We’re incredibly proud that over 90% of our people feel strongly that they can be themselves at work.

We want to meet people with varied backgrounds because we understand that diversity of thought encourages new ideas to thrive, fuelling creativity and enabling us to do better work. We want to build a team which represents a variety of backgrounds, styles, perspectives, and skills; we hire people based on their merit and potential.

We also welcome conversations about flexible working for all roles at Superdry and will always accommodate it where possible.

Who we are

Superdry have been making world-class product for over 20 years, and we’re proud of it. Our mission is to inspire and engage the contemporary style-obsessed consumer, whilst leaving a positive environmental legacy.

Together with our CEO, we have built a brand that has cut through the global apparel market at record speed, taking market share from brands that have existed for decades.

Our brand direction has never been stronger, evolving American Prep to resonate with a new generation of customers.

We are now on an exciting journey having reset our brand returning to our design-led roots and we are looking for talented people to join us.