Service Desk Technician

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This is a pivotal role within the Superdry Service Desk, responsible for providing a high-quality technical support service to Superdry’s global workforce. Working alongside the Service Desk Engineer and supporting the Associate Service Desk Technician, the postholder handles a broad range of incidents and service requests, takes ownership of escalated issues, and contributes to the smooth running of the Service Desk operation.

• Provide a high-quality technical support service, handling incidents and service requests escalated from the Associate Service Desk Technician and resolving them efficiently.
• Take ownership of incidents across Windows, macOS, M365, and network environments, escalating to the Service Desk Engineer or 3rd line Technical Specialists where appropriate.
• Ensure all tickets are correctly logged, prioritised, updated, and resolved within agreed SLAs using the Service Desk platform.
• 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.

• A capable support technician with experience handling a broad range of incidents across Windows, macOS, and M365 environments.
• Comfortable taking ownership of escalated issues and working them through to resolution.
• Organised, with good time management and the ability to prioritise effectively in a busy environment.
• Patient and empathetic to users of all skill levels — you never make anyone feel silly for asking for help.
• Competent in basic network troubleshooting, with an appetite to develop this skill further.
• A strong communicator, both written and verbal, with a genuine commitment to customer service.
• Keen to develop your technical skills and progress within the IT Operations team.
• A collaborative team player who is happy to support colleagues and pitch in across different areas as needed.

• 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…