London - IT Support Specialist

itsu; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

Hybrid Working

25 days holiday

Company Pension Scheme

Lunch in office

Employee discount

Salary sacrifice schemes

Development & Growth opportunities

Job summary

itsu is seeking an IT Support Specialist to deliver day-to-day IT support across Head Office, stores and business functions. You’ll troubleshoot issues, improve user experiences and ensure colleagues have ready-to-use tools and systems.

You’ll work with laptops, mobile devices, Microsoft 365, user administration and workplace technology, helping to maintain secure, reliable systems and support ongoing technology improvements.

Qualifications

• Experience in IT Support or similar role.
• Experience with Windows and MacOS troubleshooting.
• Experience with Microsoft 365 admin and security basics.
• Strong customer service and communication skills.

Responsibilities

• Provide first and second-line IT support for Head Office, stores and functions.
• Troubleshoot hardware, software, connectivity, and user access issues across devices and room tech.
• Manage user accounts and permissions in Microsoft 365; support joiners/m movers/leavers.
• Configure and maintain laptops and end-user devices per security policies.
• Manage helpdesk tickets from initial contact to resolution and keep users informed.
• Support 365 admin tasks including Teams, SharePoint and collaboration tools.
• Maintain IT asset records and user guides; update knowledge articles.
• Liaise with third-party suppliers to resolve issues and deliver service improvements.
• Assist with new tech implementations, upgrades, testing, and change projects.
• Identify recurring issues and contribute to IT services improvements.

Skills

Troubleshooting

Windows

MacOS

Microsoft 365

User accounts

Permissions

Active Directory

Entra ID

Customer service

Organization

Ticketing systems

Documentation

Proactive problem solving

Tools

Microsoft 365

Active Directory

Entra ID

EPOS

Job description

**JAN 2027 START**

About Us:

At itsu, we're passionate about making healthy eating exciting, accessible, and affordable. As an Asian-inspired food brand, we’ve grown to over 80 restaurants across the UK and Belgium, while building a thriving grocery business that reaches customers across Europe and beyond. Known for our fresh, high-quality food prepared daily in every shop, we're on an ambitious growth journey. With plans to expand our store estate, accelerate our grocery presence, and continue investing in innovation, technology, and our people, we're shaping the future of healthy fast food.

itsu [ grocery ], where this role sits, extends the much-loved itsu brand beyond our shops and into supermarkets, health food retailers, online channels, wholesale partners, and international markets. Our growing product range includes customer favourites such as crispy seaweed thins, frozen gyoza and bao, brilliant'broth, rice'noodles, and miso'easy, bringing the taste and quality of itsu into homes around the world.

Joining itsu means becoming part of a fast-paced, innovative business with big ambitions, a strong culture, and a shared mission to help people eat beautifully every day.

About the role:

As an IT Support Specialist, you'll be the go-to person for delivering excellent day-to-day IT support across the group. This is a hands-on role suited to someone who enjoys troubleshooting technical issues, improving user experiences, and ensuring colleagues have the tools and systems they need to succeed.

You'll work across a broad range of technologies, providing support for laptops, mobile devices, Microsoft 365, user administration, business applications, and workplace technology. You'll also play an important role in maintaining secure, reliable systems and supporting ongoing technology improvements across the business.

Key Role Responsibilities:

• Provide first and second-line IT support for colleagues across Head Office, stores and wider business functions.
• Troubleshoot hardware, software, connectivity, and user access issues across laptops, mobile devices, printers, meeting room technology and business systems.
• Administer user accounts and permissions, supporting joiners, movers and leavers across Microsoft 365 and other business platforms.
• Configure, deploy, maintain and support laptops and end-user devices, ensuring compliance with company security policies.
• Manage and update helpdesk tickets, taking ownership of incidents from initial contact through to resolution and keeping users informed throughout.
• Support Microsoft 365 administration, including user management, email, Teams, SharePoint and collaboration tools.
• Maintain IT asset records, documentation, knowledge articles, FAQs and user guides.
• Liaise with third-party suppliers and technology partners to resolve issues and deliver service improvements.
• Assist with the implementation of new technology, system upgrades, testing activities and business change projects.
• Identify recurring issues, recommend improvements and contribute to the continuous enhancement of IT services and processes.

The ideal candidate will have:

• Previous experience in an IT Support, IT Support Analyst, Service Desk or similar role.
• Strong troubleshooting skills across Windows laptops, MacOS, Microsoft 365 applications and end-user technology.
• Experience managing user accounts, permissions and access controls within Microsoft 365, Active Directory and/or Entra ID.
• Excellent customer service and communication skills with the ability to explain technical concepts to non-technical users.
• Strong organisational skills with the ability to prioritise and manage multiple tasks effectively.
• Experience working with ticketing systems and maintaining accurate support documentation.
• A proactive, solutions-focused approach with strong attention to detail.
• Experience supporting mobile devices, printers and workplace technology.
• A willingness to learn new technologies and contribute to future IT projects and improvements.

Desirable:

• Experience supporting FMCG, retail, hospitality or multi-site environments.
• Knowledge of networking fundamentals and troubleshooting connectivity issues.
• Experience supporting EPOS or other operational business systems.

What We Offer:

• Competitive Salary
• Competitive Bonus Scheme
• 25 days holiday + Bank holidays (two bank holidays are interchangeable for other religious holidays)
• Health Insurance
• Company Pension Scheme
• Hybrid Working model: 3-days in the office and 2-days working from home
• 50% employeediscount in itsu shops
• Free itsu lunch when in the office
• Discounts at major retailers
• Salary sacrifice cycle and electric vehicle schemes
• Development & Growth opportunities

At itsu [grocery], everyone’s taste matters, and so does who’s behind it. We celebrate diversity and are an equal opportunities employer. Applications from all backgrounds are encouraged. If you need support or adjustments to apply, we’ll happily accommodate.