Here at Harding, we are recruiting an IT Support Analyst to join our Technology team. We’re looking for someone who is passionate about starting or growing their career in IT Support, with a positive, customer focused mindset. It’s a great time to join our team, as a growing and scaling retailer with a twist, working and innovating together helps us realise our purpose to ‘make every cruise better’. About the role: You’ll provide technical stability and great IT customer service to our teams as the business continues to grow. With an updated technology roadmap to support this, we’re focused on overhauling and modernising our transactional systems, and further developing our digital strategy. As an IT Support Analyst, you’ll be the first point of contact for all technical issues and queries at Harding. Using Freshservice, you’ll manage and resolve support tickets efficiently, ensuring minimal disruption to staff operations, all whilst championing exceptional customer service. You’ll troubleshoot hardware, software, maintain user accounts and support applications critical to supporting Harding’s business strategy. The role’s key area of focus is to provide technical stability and great IT customer service to our teams. Based in Avonmouth on a hybrid working basis - 3 days per week on site. Compensation – competitive salary, bonus scheme, pension, 4 x life assurance, healthcare cash plan, 26 days leave annually (plus the opportunity to buy an additional 5 days) What you’ll be doing: Provide first-line technical support to all colleagues across all departments, resolving hardware, and software issues promptly Manage and triage support tickets using Freshservice, ensuring timely updates, prioritisation and resolution in line with SLAs Set up and maintain user accounts, devices, and access permissions across applications Maintain IT asset records and assist with hardware lifecycle management (laptops, desktops, peripherals, scanners and printers) Deliver onboarding and offboarding support, including device setup and account provisioning Collaborate with other IT teams to escalate complex issues and contribute to service improvements Document solutions and procedures to build a robust internal knowledge base About you: Knowledge of Microsoft Windows 11 and MacOS Experience in Office 365, including Exchange Online, SharePoint & Teams Good troubleshooting skills and a customer-focused mindset, with a proactive approach to problem-solving Strong organisational and time management skills, with the ability to adapt and prioritise tasks Excellent communication skills, with the ability to explain technical issues clearly to non-technical users Basic understanding of IT asset management Must have an existing right of eligibility to work in the UK About us: Harding is the only 100% dedicated cruise retailer, proudly partnering with 12 cruise line operators globally, across more than 80 cruise ships either in operation or under contract. Our mission is simple: make every cruise better. We operate over 300 retail shops across 80 ships, covering 17,000m² of retail space and handling 6.6 million transactions annually. Our team includes over 1,300 onboard team members and more than 270 landside employees, we stay at the forefront of retailing and consistently provide outstanding customer service, culminating in winning the Cruise Retailer of the Year award for 2022 and 2023. Harding is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Harding. li-hybrid