IT Support Analyst

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

To ensure business continuity by delivering timely on-site/remote resolution of hardware, desktop and end-user systems issues. The role primarily supports the Jellycat London office, as well as remote workers.

You'll be;

• 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.

• Identifing 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.

You'll have;

• Experience in Tier 1 IT support within a retail or e-commerce environment (desirable), supported by relevant certifications where possible.

• 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.