Job Introduction
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.
Working hours: Shift rota between 8:00am – 5:00pm (Monday to Friday)
Progression pathway: 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.
You Will
Front-Line Support
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Provide front-line technical support via telephone, email, face-to-face, and Service Portal requests, ensuring every contact is handled professionally and promptly.
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Ensure all support requests and incidents are correctly logged, categorised, prioritised, and actioned within the Service Desk platform.
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Distribute unassigned tickets to the correct resolver groups in a timely manner, using the correct escalation routes when required.
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Proactively keep users informed of progress on outstanding support calls, maintaining a high standard of communication throughout.
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Work with colleagues to identify repeat issues and underlying problems, contributing to proactive resolution.
User & Account Management
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Manage user accounts and mailboxes in Active Directory and Microsoft 365.
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Manage distribution and security groups in Active Directory.
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Process starter and leaver accounts and equipment through defined IT processes, ensuring timely and accurate completion.
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Manage loan IT equipment using the loan system, ensuring items are tracked and returned on time.
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Log support calls to third-party suppliers where required.
Team & Service
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Contribute to an outstanding level of customer service for all supported users across the global business.
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Support colleagues across the Service Desk team, sharing knowledge and helping to maintain a positive working environment.
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Assist with occasional overtime during busy periods and out-of-hours support requirements as needed.
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Be willing to travel to UK and international offices on occasion to support users on-site.
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Carry out any other reasonable duties as requested by the business from time to time, in line with the requirements of the role.
You Are
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Someone who enjoys solving problems and helping people — you get satisfaction from fixing things and leaving users better off than you found them.
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Organised, with great time management and the ability to juggle multiple priorities without dropping the ball.
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Patient and empathetic to users of all skill levels — you never make anyone feel silly for asking for help.
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Knowledgeable in Windows 11 and Microsoft 365, with an interest in Apple/macOS as a bonus.
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Competent in basic network troubleshooting — you know your way around a connectivity issue.
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An excellent communicator with great interpersonal skills, both written and verbal.
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Able to work under your own initiative, investigating and analysing issues methodically before escalating.
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Keen to learn and grow — this role is a genuine launchpad for a career in IT infrastructure and operations.
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Flexible and willing to support across different areas as the team and business need.
Working for Superdry has never been so rewarding…
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25 days annual leave, plus bank holidays, we also offer a holiday buying scheme
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An additional day off to celebrate your Birthday
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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
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Company Pension scheme
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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
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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
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Our Head Office is home to our very own store for staff only where you can treat yourself to heavily discounted sample stock
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A health cash plan is open to all employees.
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Flexible working and core working hours between 10am – 4pm to help you achieve that all-important work-life balance
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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.
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A range of learning and development materials to help you in your career and grow with us
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We like to give back, so we allow our employees time off for volunteering work
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A global employee assistance plan in place that you can access anytime you want - it’s free and confidential
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You’ll also have access to a Cycle To Work Scheme
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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 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 are
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.
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?
