First Line Support Technician

The Role

This is an excellent opportunity for an enthusiastic Technically adept individual to join an established team supporting the company’s Technology usage across Superdry. Based at “The Runnings” (our Cheltenham HQ), you will be responsible for providing 1st line technical support to our Global Workforce whether field, office, or home-based across multiple sites, utilizing the Service Desk support software and ensuring all issues are correctly logged, prioritised, and actioned, maintaining the highest level of customer satisfaction.

• Provide 1st line support to telephone, email, face-to-face and Service Portal requests
• Provide 1st line support for agreed services and incidents
• Ensure the company’s Support Desk software is utilised correctly and all unassigned tickets are distributed to the correct resolver groups in a timely manner
• Proactively provide information to users on the progress of outstanding support calls
• Use the correct escalation routes when managing tickets on the Service Desk
• Manage user accounts and mailboxes in Active Directory and Office 365
• Manage distribution and security groups
• Logging support calls to third parties
• Manage starter and leaver accounts and equipment through the defined processes
• Work with colleagues to identify repeat issues and underlying problems, so we can be proactive in the future
• Ensure an outstanding level of customer service is provided to all supported users
• Occasional overtime during busy periods and out-of-hours support requirements’

• Able to problem solve and respond appropriately to a wide range of enquires
• Organised, with great time management
• Patient and empathetic to all user skill levels
• Knowledgeable in Windows 11 and Office 365
• Ideally experienced in MAC and iOS
• Competent in basic networking troubleshooting
• An excellent communicator with great interpersonal skills
• Keen to learn and support new business systems, software, and processes
• Able to work under your own initiative when investigating and analysing information to troubleshoot issues and create a plan to resolve them, with the ability to competently multitask!
• Flexible in your approach and willing to travel the UK and internationally – this role may require evening and/or weekend travel to support our international office base.

• 25 days annual leave, plus bank holidays, we also offer a holiday buying scheme
• An additional day off to celebrate your Birthday
• Family is massively important to us, so we have a broad range of family-friendly working policies in place, including enhanced maternity, paternity, and adoption leave
• Company Pension scheme
• All employees are covered by our Life Assurance policy whilst working  feel it’s important to offer protection for your family and loved ones in such a situation and to support this we offer life assurance cover which pays a lump sum equivalent either twice or four times your annual salary
• A big staff discount – naturally. Because we know that you love to wear Superdry, you’ll benefit from a 50% discount in store and online
• Our Head Office is home to our very own store for staff only where you can treat yourself to heavily discounted sample stock
• A health cash plan is open to all employees.
• Flexible working and core working hours between 10am – 4pm to help you achieve that all-important work-life balance
• Access to onsite parking and as part of our sustainable development goals, we have a selection of electrical car parking points freely available to staff.
• A range of learning and development materials to help you in your career and grow with us
• We like to give back, so we allow our employees time off for volunteering work
• A global employee assistance plan in place that you can access anytime you want - it’s free and confidential
• You’ll also have access to a Cycle To Work Scheme
• A range of local discounts with businesses across Gloucestershire

At Superdry, everyone has a voice and we want to hear it. We create environments where individuality can flourish and is celebrated as part of who we are as a brand. We’re incredibly proud that over 90% of our people feel strongly that they can be themselves at work.

We want…