First Line Support Technician

The RoleThis 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.You WillProvide 1st line support to telephone, email, face-to-face and Service Portal requestsProvide 1st line support for agreed services and incidentsEnsure the company’s Support Desk software is utilised correctly and all unassigned tickets are distributed to the correct resolver groups in a timely mannerProactively provide information to users on the progress of outstanding support callsUse the correct escalation routes when managing tickets on the Service DeskManage user accounts and mailboxes in Active Directory and Office 365Manage distribution and security groupsLogging support calls to third partiesManage starter and leaver accounts and equipment through the defined processesWork with colleagues to identify repeat issues and underlying problems, so we can be proactive in the futureEnsure an outstanding level of customer service is provided to all supported usersOccasional overtime during busy periods and out-of-hours support requirements’You AreAble to problem solve and respond appropriately to a wide range of enquiresOrganised, with great time managementPatient and empathetic to all user skill levelsKnowledgeable in Windows 11 and Office 365Ideally experienced in MAC and iOSCompetent in basic networking troubleshootingAn excellent communicator with great interpersonal skillsKeen to learn and support new business systems, software, and processesAble 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 multitaskFlexible 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.Working for Superdry has never been so rewarding…25 days annual leave, plus bank holidays, we also offer a holiday buying schemeAn additional day off to celebrate your BirthdayFamily is massively important to us, so we have a broad range of family-friendly working policies in place, including enhanced maternity, paternity, and adoption leaveCompany Pension schemeAll 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 salaryA big staff discount – naturally. Because we know that you love to wear Superdry, you’ll benefit from a 50% discount in store and onlineOur Head Office is home to our very own store for staff only where you can treat yourself to heavily discounted sample stockA 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 balanceAccess 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 usWe like to give back, so we allow our employees time off for volunteering workA global employee assistance plan in place that you can access anytime you want - it’s free and confidentialYou’ll also have access to a Cycle To Work Scheme A range of local discounts with businesses across GloucestershireAt 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 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 want to build a team which represents a variety of backgrounds, styles, perspectives, and skills; we hire people based on their merit and potential.We also welcome conversations about flexible working for all roles at Superdry and will always accommodate it where possible.Please note that some jobs may be closed earlier than the published closing date if we get a high volume of applications. We therefore advise that you complete your application at your earliest opportunity to avoid disappointment.Who we areSuperdry 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.Our mission is to be the No. 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. We need talented people to join us on the adventure, is this you?