Second Line Service Desk Analyst Based at our Head Office in Whyteleafe, just 15 minutes outside of Croydon and easily commutable from London. Competitive hybrid working model - 2 days at head office and 3 days working from home, plus flexi core hours. Our benefits are worth getting excited about… 50% staff discount, colleague social events and a paid day off for your Birthday, to name a few Do you have a knack for applications and systems, with a passion for delivering exceptional customer experiences? We're seeking a pro-active and solution orientated 2nd Line Service Desk Analyst to join our dynamic Tech team, providing efficient and effective technical support across the business. In this fast-paced, fun environment, no two days are alike – so we're looking for someone who thrives on challenges and enjoys jumping in to get things done. You'll bring proven Service Desk experience, supporting first-line colleagues and taking ownership of key department responsibilities. Collaborating with teams across Head Office, Logistics and Retail, you'll need excellent communication skills and the ability to build strong, productive relationships with stakeholders at all levels. A bit about Ann Summers… We're the rule breakers, the boundary pushers, and the game changers. We've been disrupting the high street and empowering our customers for over 50 years and doing it flawlessly (if we do say so ourselves). We are the authority in our industry, renowned for our revolutionary toys, gorgeous lingerie and expert advice…but there's so much more that makes us who we are. We're a unique brand that strives to EMPOWER, lives to PUSH BOUNDARIES, gets kicks off MAKING IT HAPPEN and is ALWAYS INCLUSIVE What you can expect from the role… Solid experience within a Service Desk role, ideally within the Retail, Hospitality or Leisure industry. An ability to work on multiple priorities, meeting deadlines and adhering to service level targets. Actively seek to learn, develop and administer all Ann Summers support systems or any systems and technology required to support the business and end user. Build effective relationships with internal colleagues, ensuring the business needs for high standards of service are met. Being clear on commitments made, and then delivering right first time in the time frames agreed. Take ownership for calls that have been triaged and then escalated from the front-line service desk. Take ownership of support incidents and fulfilment requests, facilitating remedial actions. Ensuring good incident management to minimise business impact. Participate in the introduction of new projects and small changes to the support function. Take ownership of all store openings and closure programs, where necessary, visit new stores to confirm technology is working to acceptable standards. Adhere to all support activities and processes, ensuring documentation is complete and available. Take part and support any continual service improvement cycle, investigating, evaluating, planning, testing, implementing and monitoring. Take an interest in industry developments and continuously develop personal knowledge. Role model the Ann Summers value, inspiring others with the quality of the work you do. What we're looking for from the successful candidate… Solid experience within a Service Desk role, ideally within the Retail, Hospitality or Leisure industry. An ability to work on multiple priorities, meeting deadlines and adhering to service level targets. A natural problem solver, who thrives on getting stuck in and making an impact. An amazing stakeholder manager and relationship builder, establishing productive internal and external relationships. A keen interest in applications and systems, with a desire to keep all knowledge up to date. Someone who can role model the Ann Summers values in everything they do. At Ann Summers we are proud to continue embracing inclusion, diversity, and equality in our every day, supporting our people to be themselves. We are committed to building teams with a variety of backgrounds, skills, and views. What's in it for you? Being part of the AS family offers some fab benefits, not only is it a great brand to be a part of, but there is so much more, take a look… 29 days holidays (including Bank Holidays) and an additional day holiday up to 33 days for each additional year you're a part of the AS family. Holiday purchase scheme A paid day off for your Birthday 50% staff discount and sample sales Workplace pension scheme Learning and Development with a Udemy license and Thrive access Company perks scheme Retail Trust – wellbeing programme Free onsite car park at HO or Season Ticket loan Colleague social activities. Eye care vouchers This is a great opportunity to be a part of a vibrant team, contribute to our brand's success, and grow your career. We regret that due to high volumes we are unable to acknowledge every application. All successful candidates will be contacted as soon as possible to discuss the role and their experience further. Ann Summers complies with all GDPR policies and by responding to this ad your details will be kept on record for a total of 6 months unless expressed otherwise. HOL ADZN1_UKTJ