IT Service Desk Analyst

at  Superdrug

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

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