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


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