About the job
Founded in 1971, Mulberry has its roots firmly planted in Somerset, England. With over fifty years of dedication, we have established ourselves as a prestigious British lifestyle brand recognized globally for our exceptional quality and innovative design that embodies the Mulberry Spirit.
Sustainability has been at the heart of Mulberry since our inception. In recognition of our commitment to a purpose-driven approach, we proudly achieved B Corp Certification in 2024.
Today, while we operate as a global brand, our core values remain unchanged; we are dedicated to enhancing our impact on both people and the planet. Our team embodies honesty, dynamism, and a spirit of community.
If these values resonate with you, we invite you to become a part of our team.
As a Senior IT Support Analyst, you will be pivotal in ensuring the stability, performance, and reliability of IT services throughout the organization, with a particular emphasis on our retail stores, head office users, and operational teams.
This is a fixed-term, 9-month role designed to cover a sabbatical leave.
Duties & Responsibilities:
End User & Retail Support
• Provide 2nd and 3rd line support to head office and retail users in a dynamic luxury retail environment.
• Support critical retail applications, including POS systems, ERP, stock management, payment solutions, and store hardware.
• Respond promptly and effectively to incidents affecting stores, trading, warehousing, or ecommerce operations.
• Deliver in-person support at the head office and occasionally onsite at retail locations as required.
Incident & Problem Management
• Serve as an escalation point for intricate technical issues and major incidents.
• Lead diagnostic efforts and root cause analyses for recurring issues, collaborating with infrastructure, security, and application teams.
• Ensure incidents are resolved in accordance with established SLAs, maintaining clear communication with stakeholders.
Systems, Devices & Applications
• Support Windows and macOS environments, mobile devices, printers, and additional peripherals.
• Administer user accounts, access rights, and permissions across essential business systems.
• Support M365, collaboration tools, endpoint security, and remote access solutions.
• Assist with hardware lifecycle management, including builds, replacements, and vendor interactions.
Process Improvement & Documentation
• Maintain precise technical documentation, knowledge base entries, and support procedures.
