IT Support Analyst

About the role

Jellycat is looking for an IT Support Analyst to ensure business continuity by delivering timely on‑site and remote resolution of hardware, desktop, and end‑user system issues. The role primarily supports the London office and remote workers, providing a high level of customer service and technical expertise.

Key responsibilities

• Provide IT support across desktop environments, warehouse systems, business applications and mobile devices.
• Maintain and improve knowledge sharing between the business and the Service Desk.
• Deliver on‑site support, manage escalations, and allocate tasks using the ITSM toolset.
• Diagnose and resolve break/fix issues, escalating when necessary.
• Identify incident trends, investigate root causes and develop solutions.
• Perform daily operational checks, review supplier reports, backup routines and system performance metrics.
• Carry out hardware and software imaging, configuration, deployment, migration and ongoing maintenance.
• Mentor junior team members and support their technical development.

Required profile

• Experience in Tier 1 IT support, preferably in a retail or e‑commerce environment.
• Familiarity with business systems such as SAP Business One or Microsoft Dynamics 365 (desirable).
• Strong communication skills and ability to engage with colleagues at all levels.
• Understanding of ITIL principles; ITIL v4 Foundation certification is advantageous.
• Proven experience supporting remote workers while maintaining engagement and productivity.

Required skills

• Microsoft Windows 11
• Microsoft Office applications
• macOS (advantageous)
• MDM solutions: Microsoft Intune, JAMF, NinjaOne
• Remote support tools and methods
• ITIL v4 Foundation (advantageous)
• SAP Business One (desirable)
• Microsoft Dynamics 365 (desirable)