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IT Service Desk Analyst

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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.

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

The Service Desk deals with 900+ interactions per week as a IT Service Desk Analyst you will work with 5 other Analyst and report in to a Team Leader  who ensure the IT Service Desk support both Superdrug and Savers Stores, Distribution Centres, Head Offices and Field Based teams.

Location: Superdrug Head Office, 51 Sydenham Road, Croydon, Surrey, CR0 2EU
Hours: 37.5 hours across a rota covering Monday to Saturday 8am - 6pm and the four Sundays prior to Christmas 8am - 4pm

Purpose:

To provide an excellent and consistent level of 1st line IT technical support to all customers within the A.S. Watson groups of companies, including Superdrug, Savers in the UK and Eire, additionally a limited service to select A.S. Watson companies based in Europe. Working within a team of 6 Analysts, 1 Team Leader and 1 Senior Analyst.

  • To receive IT incidents or requests from the customer and to ensure that they are logged and correctly classified in line with the agreed requirements.
  • To diagnose all IT incidents or requests and resolve where possible following agreed support documentation and methods.
  • To escalate any IT incidents or requests tha require further diagnosis to the correct support group and to monitor the progress of these incidents or requests until resolution.
  • To check on a regular basis the progression of all escalated IT incidents or requests and to report upon any incidents or requests that are close to reaching the agreed fix times.
  • To confirm with all customers who have logged an incident or request that incident or request closure can be completed prior to final closure.
  • To contact customers on a regular basis to gain feedback on the service provided by the IT Services team.
  • To support customers in the use of IT equipment by providing the appropriate guidance.
  • To deal with system profile management request, ensuring that all requests for new system user profiles are completed within the required timescales and that the required level of approval has been sought beforehand. Additionally to ensure that all requests for changes to system user profiles are correctly authorised.
  • To perform ad hoc requests as and when the job requires To participate in the out of hours IT support rota.
  • To work in a shift pattern covering service from Monday to Saturday 0800 to 1800 and covering service on Sundays during November and December.
  • Supplier Management To raise incidents or requests to external service partners on behalf of the customer and to review the progress and resolution of these incidents or requests.
  • To provide input in to the review of the performance of service partners.
  • To escalate issues with service partner performance within the partner’s organisation and within the A.S. Watson IT team where required.

What you’ll need to succeed

  • Good knowledge of PC based Office applications (i.e. Word, PowerPoint, Excel, Outlook, etc).
  • Recent experience of working on a Service Desk of 6 or more staff for a minimum of 1 year
  • Minimum of 2 years experience in a professional IT support role.
  • A detailed knowledge of IT Service Desk systems (e.g. TopDesk)
  • Knowledge of the operation of retail IT systems.
  • A detailed knowledge of how retail IT systems work and how to perform support at a 1st line level.
  • Experience in dealing with external service partners.

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 Product both in store and online

•        Working in a stylish, modern and collaborative office close to East Croydon Station

•        HQ on-site beauty treatments, canteen, table tennis and Health & Beauty giveaways

•        Company pension matching and bonus

•        Unrivalled Learning and Development programmes

 

Come and be part of something special.

 

Location: Superdrug Head Office, 51 Sydenham Road, Croydon, Surrey, CR0 2EU

Hours: 37.5 hours across a rota covering Monday to Saturday 8am - 6pm and the four Sundays prior to Christmas 8am - 4pm. 

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