Senior IT Service Desk Analyst

Belstaff; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading functional clothing brand in Greater London is seeking a Senior IT Service Desk Analyst to deliver excellent technical support to head office and global stores. The role involves troubleshooting day-to-day IT issues, managing IT equipment, and supporting onboarding processes. Ideal candidates should have a degree in IT or equivalent experience, strong understanding of Microsoft technologies, and be skilled in network protocols. Join a team that values collaboration and diversity, and contribute to their legacy of innovation.

Qualifications

• Significant relevant experience in an IT Service Management / Infrastructure / Operations Management role.
• Basic understanding of Network Protocols: DNS, HTTP, TCP/IP.
• Experience with supporting Mac OS.

Responsibilities

• Troubleshooting IT issues for head office and stores.
• Supporting onboarding and offboarding processes.
• Ordering IT equipment and managing 3rd party telephony accounts.

Skills

Microsoft Technologies (M365, Microsoft Azure, InTune)

Technical Support

Interpersonal Skills

Troubleshooting IT Issues

Network Protocols

Education

Degree in IT or equivalent experience

Tools

Cisco Meraki Firewalls and Switches

Kandji MDM

Job description

Overview

Belstaff was created by and for independent spirits. We know that what we do, and who we do it with matters. Join the team and make an impact as we build a legacy that surpasses our incredible past.

Love The Challenge. Find A Way. Go All In. Stand Together. Be The Difference.

A bit about Belstaff.

Belstaff is a functional clothing brand founded to move people forward. Throughout our history we have championed material innovation, collaborating with those who challenge the ordinary and celebrate the joy of the journey. Belstaff has designed protective suits for race-car drivers, windproof smocks for Marines and insulating clothing for mountaineers. One thing is at the heart of all these endeavours: An Independent Spirit. Today, this energy prevails and unites the people who bring the Belstaff brand to life, providing the best products to our customers – both old and new. We are committed to building a team of curious, conscious individuals dedicated to showing up, standing together, and being the difference between a good day and a great day.

We are currently searching for a Senior IT Service Desk Analyst to join the team.

As our Senior IT Service Desk Analyst, you will be crucial in helping to execute technical and administrative tasks and keep our computers, comms and networking systems working efficiently and at their maximum capacity. You will be responsible for delivering an excellent service to our head office and global store teams, resolving any day to day IT issues as well as supporting onboarding and offboarding processes, managing IT equipment, 3rd party telephony accounts and administering user accounts. Your role will include supporting with IT for store rollouts, creating and maintaining service documentation, maintaining and promoting the use of the Knowledgebase whilst mentoring junior team members and collaborating with cross functional teams.

We are looking for someone who will be responsible for:

Responsibilities

• Technical Support
• Troubleshooting IT issues within head office and stores, providing day-to-day operational resolution for technical support requests
• Maintaining and promoting the use of the Knowledgebase as a resource for resolving common issues
• Working closely with team members to help resolve complex issues and improving support responses
• Capturing additional information and escalating tickets to other teams when necessary

Onboarding and Offboarding

• Supporting the onboarding and offboarding process for new and departing employees, ensuring smooth transitions

IT Operations

• Ordering IT equipment and managing 3rd party telephony accounts
• Administering user accounts using Intune
• Assisting with IT for store rollouts, including Shopify POS, printers and Wi-Fi

Documentation and Knowledge Management

• Creating and maintaining service documentation, ensuring accuracy and clarity
• Continuously improving Knowledgebase by adding new content and updating existing information

Teamwork and Mentorship

• Supporting and collaborating with team members including helping and mentoring junior colleagues

We are looking for someone who has :

Qualifications

• A Degree in IT (or similar) or equivalent experience
• Significant relevant experience in an IT Service Management / Infrastructure / Operations Management role
• Strong understanding and professional experience of Microsoft Technologies (M365, Microsoft Azure, InTune)
• Basic understanding of Network Protocols : DNS, HTTP, TCP / IP, POP3, SMTP, SSL / TLS, SSH, TCP / UDP, FTP / SFTP / FTP-SSL (desirable)
• Experience with supporting Mac OS and Kandji MDM (desirable)
• Experience with Cisco Meraki Firewalls and Switches (desirable)
• Knowledge of Cyber Security principles and practices (desirable)

We are looking for someone who is :

• Inspired by working for Belstaff
• Experienced in working within the Retail industry
• Highly communicative with excellent interpersonal skills
• Driven to deliver an exceptional standard of service
• Self-motivated, organised, can effectively prioritise tasks and meet deadlines
• Able to work independently and as part of a team
• Keen to foster a positive and productive working environment
• Accustomed to working in a fast-paced, dynamic business

Where to from here?

We are an equal opportunity employer and value diversity at our company. We will not discriminate on the basis of sex, race, marital status, disability, age, sexual orientation or religion. We are committed to a fair and accessible recruitment process for all candidates so if you would like us to make any adjustments to the application or interview process, please let us know and we will be happy to support you.