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Don’t miss your opportunity to become part of a great British brand! Liz Earle has a long tradition in providing the finest quality, award-winning botanical beauty products, combined with world class customer service. Our Precious Recipe – We Care More, We Never Settle, We Are One Team – is the guiding principle behind our success, illustrating our commitment to our customers, staff and stakeholders alike.

As a Service Desk Technician, you will be responsible for the provision of 1st and 2nd line IT support during business hours (including evenings and weekends) on a shared rota basis whilst providing superb service at all times.

Main Responsibilities

Your responsibilities will include responding to and, where possible, resolving support calls and service requests raised in the Help Desk. Furthermore, you will be passing incidents and problems to the Infrastructure team, Solutions team or 3rd party vendors, whilst gathering information, investigating and assisting with root cause analysis to provide workarounds and solutions to recurring incidents/problems.

You will ensure internal procedures and work instructions are followed and, where necessary, update the support information portfolio. You will take an active part in shaping the Service Desk by suggesting, recommending and defining better ways of working. This will include looking at ways to adopt elements of the ITIL framework, along with contributing to the team’s learning environment by sharing knowledge and skills.

Additionally, you will ensure all service requests are logged and recorded accordingly along with assigning relevant priority, managing stakeholder expectations and keeping them informed in a polite and professional manner. As a 1st line support, you will also ensure that calls that require escalating are captured and further raised with the Service Desk Manager.

Who are we looking for?

To be successful for the role you will have an IT qualification and relevant experience in an IT Support environment. Previous experience in PC hardware / architecture troubleshooting is essential along with an advanced level of IT literacy including Microsoft operating systems and software packages. An understanding of ITIL and how this applies to the IT support framework will be required.

It is also essential that you have excellent communication skills over the phone, face-to-face and in writing, combined with a genuine customer focus and flexible and helpful attitude. Previous experience in an e-commerce and / or retail environment would be beneficial although not essential, along with IP Telephony experience. You will also have a genuine passion for IT and keep yourself up to date with technical trends and emerging technologies.

Our Service Desk is covered 7 days per week 8am to 8pm, hence willingness to work on a shared rota basis including weekends and evenings will be required.

What can we offer you return?

This is a fantastic opportunity to join one of the UK’s fastest growing premium skincare brands, while being part of our global WBA family.

As a Service Desk Technician, you will join a professional and friendly team of IT experts with a reputation for providing prompt and professional IT support to our colleagues across head office and field.

You will continuously operate within the remit of our Precious Recipe: We Care More, We Never Settle, We Are One Team. This is your chance to be part of something special. #joinlizearle

Benefits include:

  • 25 days holiday
  • Contributory Pension Scheme
  • Annual Profit Share Scheme
  • Generous monthly product allowance
  • Personal Product Discount Scheme of 50%.
  • Friends and Family Discount Scheme
  • 2 x Salary Life Assurance
  • Travel to Work Loan

To apply, please email your CV with a covering letter including current salary details and daytime telephone number to recruitment@lizearle.com quoting the job title and location on the subject line of your email.

Please note - due to the high volume of applications that we receive for our roles, we are unable to personally reply to all applications and only successful candidates will be contacted. Please do feel free to apply again in the future if you see something else you are interested in.

Liz Earle Beauty Co. is an equal opportunities employer.