About THG
THG is a fast-moving, global technology business that specialises in taking brands direct to consumers. Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients’ brands globally.
What will I be doing?
As a Support Analyst within our Global Service Centre, you will be at the centre of our customer’s universe, owning every interaction with them to deliver a world-class experience and outcome.
You’ll achieve this by….
- Acting as a single point of contact for Customer interactions, accurately triaging and capturing the detail in our Service Management Tool, and keeping them regularly updated on progress.
- Resolving as many Incidents and fulfilling as many Requests at First Point of Contact as you possibly can – be they EUC, Infrastructure or Application-related – escalating to other resolver teams where needed, but always maintaining ownership.
- Identifying improvements to the way we work to continually improve the services we deliver to our Customers.
What skills and experience would I need?
- You’ll have operated in a Service Desk environment, accurately logging and resolving Incidents and Requests in line with agreed Service Levels, and communicating directly with Customers via phone and email.
- You’ll have successfully triaged issues to allow you to resolve them yourself, or to quickly identify an appropriate resolver team – e.g. Application Development or Infrastructure.
- You’ll have excellent problem-solving skills, be inherently curious, and have an eagerness to learn new technologies, whilst constantly identifying ways of improving what we do.
- You’ll have used a Service Management tool, such as Zoho Desk or ServiceNow, and be familiar with basic ITIL terminology and concepts.
- Knowledge of Retail, Supply Chain or Logistics operations would be a great advantage.
What’s in it for me?
- Competitive salary.
- Work on our solutions using the latest technology.
- Work alongside genuine industry experts.
- Continuous development through THG Academy, our in-house L&D team.
- Staff discounts on THG brands and Hale Country Club.
- On-site doctor, physio and barber.
For further information and to apply, click here : https://www.thg.com/job-search/?gh_jid=4039871101
