Senior IT Support Analyst

Location

Richmond, Greater London | United Kingdom

Job description

By adopting the values of Style & Truth across the whole business – from recruitment to product – we safeguard the long term health of the brand and we create more than just fashion.

Founded in 1970, Jigsaw was the first premium fashion brand on the high street. Since then, the company has expanded worldwide to work with the finest mills, cutting edge photographers, up-and-coming models and renowned architects. But the search for the best in the industry never stops. As our journey continues, we're looking for passionate and talented people to learn about Style & Truth: a set of values that sets us apart from the rest of the high street, a belief that everyone should feel empowered to embrace their own style, be true to themselves, and not slavishly follow the fashion world. This means putting style before trends and truth before hype.

JOB TITLE

Senior It Support Analyst

JOB PURPOSE

Work closely with the IT and Business Transformation team to improve and enhance service level, progress projects and determine root cause analysis to resolve complex problems. Identify and feedback any issues that require further investigation or that may be an opportunity to improve the systems and service.

The senior IT support analyst will work as part of the frontline support team to monitor the call

logging system, addressing walk-up and telephone support requests and react to various alerting

and monitoring systems. You will provide day-to-day support for all Head Office, Warehouse and Retail teams on desktop, server, and cloud applications as well as desktop, mobile and POS hardware. Working alongside trusted support partners, implement test and document application configuration changes based primarily at our Richmond head office with travel to our warehouse and stores.

KEY DUTIES AND RESPONSIBILITIES

• Collaborate with IT managed service providers and vendors to resolve incidents and fulfil service requests
• Provide support for critical line of business applications including Dynamics Nav
• Assist with project activities, ensuring timely progress and stakeholder communication.
• Processing support calls from Head Office, Store escalations and remote colleagues.
• Respond and resolve to support tickets within SLAs.
• Working with colleagues to determine the nature of any problems they encounter.
• Investigating, diagnosing, and solving software and hardware faults.
• Liaise with vendors and partners to resolve issues.
• Ensure the smooth operation of core company systems, driving process efficiency and effectiveness.
• Setting up accounts for new colleagues and running IT Inductions, ensuring that they are set up correctly.
• Setup and test new equipment.
• Installing and configuring hardware, software, systems, networks.
• Assist in the preparation and management of effective standard operating procedures and train other members of staff accordingly.
• Maintain, repair and manage disposal of existing equipment.
• Provide user training on existing and new software.
• Fulfil any other duties as required on an ad hoc basis.

SKILLS, KNOWLEDGE AND EXPERIENCE

• Support desk
• Microsoft Office (365)
• Microsoft Windows 10,11 & MacOS
• Microsoft 365 suite administration
• Microsoft Entra, Azure and intune
• Network concepts
• Active Directory and AAD administration (Users and Computers)
• Windows Server 2012/2016 basic administration
• ERP systems such as Microsoft Dynamics Nav

BEHAVIOURS

• Excellent communication skills
• Good understanding of ITIL methodology
• Excellent client/customer facing skills
• Ability to adapt to changes in technology
• Effectively manages competing demands
• Excellent technical skills
• Strong problem-solving skills

BENEFITS

• 25 days holidays
• Fantastic Staff discount schemes – up to 50% (and 70% on 5 items per season)
• Life Assurance
• Pension
• Access to the Retail Trust – Jigsaw’s wellbeing and benefits provider, for a whole host of resources, support and discounts

We are committed to equality of opportunity for all staff and applications are encouraged from individuals regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marriage and civil partnerships or pregnancy and maternity.

Job Types: Permanent, Full-time

Schedule:

• Monday to Friday

Work Location: In person

Job tags

Salary