Senior IT Service Desk Analyst

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

Job summary

Belstaff is seeking a Senior IT Service Desk Analyst to provide technical support and maintain IT systems across the organization. This role is pivotal in ensuring operational efficiency and enhancing user experience by resolving IT issues and supporting the onboarding process for employees. The candidate should have significant experience in IT Service Management and a strong understanding of Microsoft technologies.

Qualifications

• Degree in IT or similar, or equivalent experience.
• Significant experience in IT Service Management.
• Strong experience with Microsoft Technologies.

Responsibilities

• Troubleshoot IT issues within head office and stores.
• Support onboarding and offboarding processes.
• Administer user accounts using Intune.

Skills

IT Service Management

Microsoft Technologies

Communication Skills

Education

Degree in IT or equivalent experience

Tools

Intune

Microsoft 365

Azure

Job description

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, supporting onboarding and offboarding processes, managing IT equipment, 3rd party telephony accounts, and administering user accounts. Your role will include supporting IT for store rollouts, creating and maintaining service documentation, maintaining and promoting the use of the Knowledgebase, mentoring junior team members, and collaborating with cross-functional teams.

We are looking for someone who will be responsible for:

Technical Support

• Troubleshooting IT issues within head office and stores, providing day-to-day operational resolution for support requests.
• Maintaining and promoting the use of the Knowledgebase for resolving common issues.
• Working with team members to resolve complex issues and improve support responses.
• Escalating tickets when necessary.

Onboarding and Offboarding

• Supporting onboarding and offboarding processes for employees.

IT Operations

• Ordering IT equipment and managing telephony accounts.
• Administering user accounts using Intune.
• Supporting IT for store rollouts, including Shopify POS, printers, and Wi-Fi.

Documentation and Knowledge Management

• Creating and maintaining service documentation.
• Updating and improving the Knowledgebase.

Teamwork and Mentorship

• Supporting and mentoring junior team members.

We are looking for someone who has:

• A Degree in IT or similar, or equivalent experience.
• Significant experience in IT Service Management, Infrastructure, or Operations Management roles.
• Strong experience with Microsoft Technologies (M365, Azure, Intune).
• Basic understanding of Network Protocols (desirable).
• Experience supporting Mac OS and Kandji MDM (desirable).
• Experience with Cisco Meraki Firewalls and Switches (desirable).
• Knowledge of Cyber Security principles (desirable).

We are looking for someone who is:

• Inspired by working for Belstaff.
• Experienced in the Retail industry.
• Highly communicative with excellent interpersonal skills.
• Driven to deliver excellent service.
• Self-motivated, organized, and able to prioritize tasks.
• Able to work independently and as part of a team.
• Keen to foster a positive work environment.
• Accustomed to working in a fast-paced, dynamic business.

Where to from here?

We are an equal opportunity employer and value diversity. We do not discriminate based on sex, race, marital status, disability, age, sexual orientation, or religion. If you need adjustments during the application or interview process, please let us know, and we will support you.