IT Support Desk Analyst

🌟Join Superdrug Head Office- Make a Real Difference Every Day!🌟

📍Location: East Croydon 
🕒Hours: 37.5 | 9.00am - 5.30pm 
💷Salary: Competitive

🎉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.
Be the voice of customers and orchestrate the organisation to live the brand purpose and inspire a customer-first culture to build customer love in every touchpoint of our online and offline platform.


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.
See every interaction with the customer as an opportunity to delight them and
comfortable using different platforms to communicate with them.
Understand customer needs and empowers others to remove any barriers to deliver great
service.
Use positive language and behaviours in all interactions with customers and colleagues,
building trust and rapport.
Always prioritise actions which delight the customer/colleague.
Suggest and support new ideas and ways of working which are designed to improve
service

✅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 skill.
Confidently communicate, challenges and gives feedback to others.
Encourage teamwork & collaboration between their own team and others.
Recognise the strengths & contribution of various teams, builds on networks to understand priorities of others and how to add value.
Seek for feedback and consider it, take responsibility to find positive outcomes and solutions.
Generate ideas and feelings that they can be shared both within their immediate team and also outside of the team.
You are confident using data to make tactical decisions.
Knowledgeable about the specialism and have an awareness of their wider market and to support with the current trends in their business area.

🎯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
Actively look for new ways of working through Ai that would benefit the business and move things forward
Actively develop your ability to use AI effectively and think critically about outputs
Strengthen Human Touch - Keeping the human element strong: Balancing AI efficiency with human coaching, empathy, and team cohesion

💡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, in our stylish, modern and collaborative office close to East Croydon Station
• Company pension matching and bonus
• We offer Stream - 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!

🔒 For information on how we manage and store your data please go to https://www.superdrug.jobs/privacy-policy/