Job Description

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.



Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.


The Role



As a

Ingenuity Service Desk Analyst / Ingenuity Support Engineerwithin THG's Ingenuity Service Centre, you will play a key role in supporting the digital infrastructure that powers THG's global eCommerce platforms. Acting as the initial point of contact for all Customer queries and issues, you will handle a wide range of tasks, including managing service incidents, fulfilling user requests, and resolving application or system issues across departments.



Working across a diverse portfolio of business-critical areas ranging from customer-facing eCommerce sites to back-office applications for logistics, warehousing, and customer support you will ensure that user experience is consistently high. You will triage incoming tickets, resolve common issues, escalate complex problems, and provide clear, timely communication throughout.



This is a fast-paced and collaborative environment where excellent customer service, problem-solving, and attention to detail are essential. Your contributions will be critical in maintaining THG's operational excellence.





Responsibilities


Log, prioritise, and escalate client issues in line with SLAs, maintaining detailed records in the ITSM system. Progressing and resolving incidents and service requests related to the Ingenuity platform. Advocate on behalf of the customer for timely resolution. Collaborate with development and engineering teams to resolve issues and ensure comprehensive support coverage. Following agreed processes and procedures of the support function. Identify recurring issues and suggest service improvements to processes and systems. Document solutions and best practices to aid in quicker issue resolution and team knowledge sharing.




Skills and Qualifications:


Previous experience in a Client Support/Service Desk role, preferably in a customer-facing environment. Experience using IT Service Management (ITSM) systems and other support tools. Ability to problem solve; triage and resolve technical issues. Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users. Ability to accurately document and track support requests. Strong understanding of basic IT concepts, including operating systems, networking, and hardware. Enthusiasm to learn new technologies and adapt to changing environments. Understanding of ITIL principles.

Benefits:

Career Development

Access bespoke development programmes that have been designed and developed by our in-house L&D team. Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

25 days annual leave plus bank holidays. Don't want to work on your birthday? We don't either! Enjoy your day off on us! Enhanced maternity and paternity pay, depending on length of service. Up to 10 days compassionate leave. Buy back up to 3 days each year. Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

Access face-to-face and virtual appointments with our in-house GP. Access our in-house CBT therapist. Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa. State-of-the-art on-site gym. Access to our on-site physio.

Other Perks

Save up to 12% on the cost of personal tech through our salary sacrifice scheme. Subsidised bus pass from Manchester City Centre to our ICON office. Up to 50% staff discount on THG brands. On-site staff shop. Access to on-site barber. Know someone who would be perfect for THG? Refer them and get up to 1000 when they pass their probation. Anniversary gifts when you hit 5 and 10 years of service.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our

Talent

team to discuss further.