IT Support Analyst

Role Overview

• Providing IT support across desktop environments, warehouse systems, business applications and mobile computing, minimising disruption to business operations
• Driving the creation, continual improvement and governance of knowledge sharing between the business and the Service Desk
• Delivering timely on-site support, maintaining high standards of customer service and identifying and addressing training needs where required
• Monitoring the IT Service Management (ITSM) toolset and respond to escalations from the Service Desk, including task allocation and clear communication of urgency and impact
• Working closely with on-site users to diagnose and resolve break/fix issues, ensuring rapid resolution or appropriate escalation
• Identifying incident trends, investigate root causes and develop effective solutions, leveraging internal expertise and engaging third-party support or consultants where necessary
• Performing daily operational and mandatory checks, including reviewing supplier reports, backup routines and key system performance metrics
• Carrying out hardware and software imaging, configuration, deployment, migration, maintenance and ongoing support
• Providing guidance and mentoring to junior team members, supporting their technical development, knowledge sharing and confidence in delivering IT support.

Requirements

• Experience in Tier 1 IT support within a retail or e-commerce environment (desirable)
• Experience supporting business systems such as SAP Business One or Microsoft Dynamics 365 (desirable)
• Strong communication skills, with the ability to engage effectively with colleagues at all levels
• Understanding ITIL principles; ITIL v4 Foundation certification is advantageous
• Proven experience supporting remote workers while maintaining high levels of engagement and productivity
• Strong knowledge of Microsoft Windows 11 and Microsoft Office applications; familiarity with macOS is advantageous
• Experience administering MDM solutions such as Microsoft Intune, JAMF, or NinjaOne
• Familiarity with remote support tools and methods
• Ability to research technical issues using internal and public resources and implement effective solutions
• Experience supporting a wide range of devices, including mobiles, desktops, tablets, EPOS systems, printers, and scanners
• Basic understanding of infrastructure / networking concepts
• The ability to work independently and collaboratively as part of the team to resolve issues and deliver projects
• Ownership and accountability for assigned tasks, including those forming part of wider project lifecycles
• Acting as a key point of presence and escalation for the Jellycat London office, while providing remote support to users across the UK.
• Contributing positively to a collaborative team culture, with a willingness to share ideas, take on varied responsibilities and support wider team objectives
• Demonstrating strong problem-solving skills, with the ability to make timely decisions within remitting and escalating where appropriate
• Taking a proactive approach to personal development, including self-learning and identifying formal training opportunities
• Supporting and driving change, applying appropriate levels of governance while working at a pace suited to a fast-moving business.

Tech Stack

• ITSM
• Jamf
• MacOS

Benefits

• Discretionary Bonus Scheme
• Private Medical Insurance
• Group Life Cover
• 25 days paid holiday
• Hybrid working
• Employee Assistance Program
• Private Chef
• Regular social & team events
• Contributory Pension Scheme