Associate Service Desk Technician

Overview

The Role This is an excellent opportunity for an enthusiastic and technically minded individual to begin their IT career at Superdry's Headquarters in Cheltenham. You will be responsible for providing front‑line technical support to our global workforce – whether field, office, or home‑based – across multiple sites, utilising our Service Desk platform to ensure all issues are correctly logged, prioritised, and resolved to the highest standard of customer satisfaction.

This is a role with genuine progression. Our team has a clear development pathway from Associate Service Desk Technician through to Technician, Engineer, and beyond into our Technical Specialist function – we invest in our people and promote from within.

Shift rota between 8:00am – 5:00pm (Monday to Friday)

Associate Service Desk Technician → Service Desk Technician → Service Desk Engineer

You will be based at the Superdry Headquarters in Cheltenham. This is primarily an office‑based role given the nature of front‑line user support.

• Front‑Line Support
  • Provide front‑line technical support via telephone, email, face‑to‑face, and Service Portal requests, ensuring every contact is handled professionally and promptly.
  • Ensure all support requests and incidents are correctly logged, categorised, prioritised, and actioned within the Service Desk platform.
  • Distribute unassigned tickets to the correct resolver groups in a timely manner and use the correct escalation routes when required.
  • Proactively keep users informed of progress on outstanding support calls, maintaining a high standard of communication throughout.
  • Work with colleagues to identify repeat issues and underlying problems, contributing to proactive resolution.
• User & Account Management
  • Manage user accounts and mailboxes in Active Directory and Microsoft 365.
  • Manage distribution and security groups in Active Directory.
  • Process starter and leaver accounts and equipment through defined IT processes, ensuring timely and accurate completion.
  • Manage loan IT equipment using the loan system, ensuring items are tracked and returned on time.
  • Log support calls to third‑party suppliers where required.
• Team & Service
  • Contribute to an outstanding level of customer service for all supported users across the global business.
  • Support colleagues across the Service Desk team, sharing knowledge and helping to maintain a positive working environment.
  • Assist with occasional overtime during busy periods and out‑of‑hours support requirements as needed.
  • Be willing to travel to UK and international offices on occasion to support users on‑site.
  • Carry out any other reasonable duties as requested by the business from time to time, in line with the requirements of the role.

• Someone who enjoys solving problems and helping people – you get satisfaction from fixing things and leaving users better off than you found them.
• Organised, with great time management and the ability to juggle multiple priorities without dropping the ball.
• Patient and empathetic to users of all skill levels – you never make anyone feel silly for asking for help.
• Knowledgeable in Windows 11 and Microsoft 365, with an interest in Apple/macOS as a bonus.
• Competent in basic network troubleshooting – you know your way around a connectivity issue.
• An excellent communicator with great interpersonal skills, both written and verbal.
• Able to work under your own initiative, investigating and analysing issues methodically before escalating.
• Keen to learn and grow – this role is a genuine launchpad for a career in IT infrastructure and operations.
• Flexible and willing to support across different areas as the team and business need.

• 25 days annual leave, plus bank holidays, and a holiday buying scheme.
• One additional day off to celebrate your birthday.
• Enhanced maternity, paternity, and adoption leave.
• Company pension scheme.
• Life Assurance policy covering all employees while working at Superdry, with a lump‑sum payoff of either twice or four times the annual salary.
• 50% staff discount in store and online.
• Access to the Head Office staff store with heavily discounted sample stock.
• Health cash plan available to all employees.
• Flexible core working hours between 10am – 4pm to support work‑life balance.
• On‑site parking and electrical car parking points.
• Learning and development materials to support career growth.
• Paid time off for volunteering.
• Global employee assistance plan, free and confidential.
• Cycle To Work scheme.
• Local discounts with businesses across Gloucestershire.