IT Service Desk Analyst

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.

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 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.