Overview
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 a 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.
Typical Day & Responsibilities
* 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 prioritisation.
* Take pride in ensuring that incidents are responded to and resolved in a timely manner to meet defined service level targets.
* Complete relevant and skillful 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 communicate comfortably using different platforms.
* Understand customer needs and empower 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 that delight the customer/colleague.
* Suggest and support new ideas and ways of working that are designed to improve service.
Key Skills & Qualifications
* Excellent communication skills; able to flex your communication style to suit your audience.
* Good at self‑management and prioritising your time.
* Ability to communicate effectively with peers and customers.
* Motivated by delivering great service and satisfaction through problem resolution.
* Curious, proactive, and keen to develop your skill.
* Confidence in communication, giving, and receiving feedback.
* Encourages teamwork & collaboration within the team and across others.
* Recognises strengths and contributions of various teams and builds networks to understand priorities.
* Generates ideas and feedback to share within and outside the team.
* Comfortable using data to make tactical decisions.
* Knowledgeable about the specialism and aware of wider market trends supporting the business area.
* Experience in a customer service role would be an advantage.
* Willingness to learn and take on new challenges.
* Actively looks for new ways of working through AI that benefit the business and move things forward.
* Actively develops the ability to use AI effectively and think critically about outputs.
* Strengthen Human Touch – balancing AI efficiency with human coaching, empathy and team cohesion.
About the Company
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. Were 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. Were all about personality, we have fun, and we work hard to deliver That Superdrug feeling.
Benefits
* 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 that work closely with Savers, The Perfume Shop and Three UK
* We are part of A.S. Watson Group, the worlds 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!
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