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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


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 that 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 maintain a high degree of customer service at all times and to adhere to any relevant service management principles.

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.


What you’ll need to succeed

Good knowledge of PC based Office applications (i.e. Word,
PowerPoint, Excel, Outlook, etc).
Knowledge of the operation of retail IT systems.
A general understanding of PC hardware,
network and software products.
Knowledge of customer care best practice.


Here’s what’s in it for you
• Benefits
• Working in a stylish, modern and collaborative office right by East Croydon station
• On-site beauty treatments, table tennis and café with a fantastic selection of hot and cold food every day
• Health and beauty giveaways from suppliers
Come and be part of something special.

Store knowledge 

Educated to GCSE level 

ITIL V 4 Foundation 

Location

Superdrug Head Office,51 Sydenham Road,CROYDON,CR0 2EU

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By joining us, you will be part of More than just a health and beauty retail group. You’ll become part of an organisation which is well-recognised all over the world.

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