1st Line IT Support Technician

On-site 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 Use the correct escalation routes when managing tickets on the Service Desk Manage user accounts and mailboxes in Active Directory and Office 365 Manage starter and leaver accounts and equipment through the defined processes Occasional overtime during busy periods and out-of-hours support requirements' Knowledgeable in Windows 11 and Office 365 Competent in basic networking troubleshooting Keen to learn and support new business systems, software, and processes 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 at Superdry. We 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 We create environments where individuality can flourish and is celebrated as part of who we are as a brand. We want to meet people with varied backgrounds because we understand that diversity of thought encourages new ideas to thrive, fuelling creativity and enabling us to do better work. We also welcome conversations about flexible working for all roles at Superdry and will always accommodate it where possible. Superdry is a British, founder-led brand with a truly global presence. We've been proudly creating world-class product for almost two decades, offering genuine choice to our customers with our curated style collections. 1 sustainable style destination, delivering product that is authentic with unmatched quality and true integrity, much like our people. We are on an ambitious journey to serve our diverse community through a premium brand that's focused on the future, prioritises sustainability, leads with craft, and celebrates culture.