Warehouse IT Support Analyst (1-year Fixed-Term)

About the role

Jellycat is looking for a Warehouse IT Support Analyst to ensure business continuity within its warehouse environment. You will provide on‑site technical assistance, resolve hardware and software issues quickly, and support a range of business applications used by warehouse staff.

Key responsibilities

• Deliver on‑site IT support for desktop environments, warehouse systems, business applications and mobile devices, minimizing operational disruption.
• Maintain and improve knowledge‑sharing processes between the warehouse and the Service Desk.
• Monitor the IT Service Management (ITSM) toolset, handle escalations, allocate tasks and communicate urgency and impact.
• Diagnose and resolve break/fix incidents, escalating when necessary.
• Identify incident trends, investigate root causes and implement effective solutions, involving third‑party support as required.
• Perform daily operational checks, review supplier reports, backup routines and key system performance metrics.
• Carry out hardware and software imaging, configuration, deployment, migration, maintenance and ongoing support.
• Mentor junior team members, sharing knowledge and building confidence in delivering IT support.

Required profile

• Experience in Tier 1 IT support, preferably within a retail or e‑commerce environment.
• Familiarity with business systems such as SAP Business One or Microsoft Dynamics 365.
• Strong communication skills and ability to engage with colleagues at all levels.
• Understanding of ITIL principles; ITIL v4 Foundation certification is a plus.
• Proven ability to support remote workers while maintaining productivity.
• Good knowledge of Microsoft Windows 11 and Microsoft Office; macOS experience is advantageous.
• Experience administering MDM solutions (Microsoft Intune, JAMF, or NinjaOne).
• Comfort with remote support tools and independent technical research.

Required skills

• Tier 1 IT support
• SAP Business One
• Microsoft Dynamics 365
• ITIL v4 Foundation
• Windows 11
• Microsoft Office
• macOS
• Microsoft Intune
• JAMF
• NinjaOne
• ITSM toolset
• Hardware imaging
• Software imaging
• Backup routines
• Remote support tools