As a Senior IT Support Analyst, you will play a critical role in ensuring the stability, performance, and reliability of IT services across the business, with a particular focus on retail stores, head office users, and operational teams. This is a fixed‑term, 9‑month position to provide cover during a period of sabbatical leave.
Responsibilities
* Provide 2nd/3rd line support to head office and retail users in a fast‑paced luxury retail environment.
* Support business‑critical retail applications including POS, ERP, stock management, payments, and store hardware.
* Respond quickly and effectively to incidents impacting stores, trading, warehousing, or ecommerce operations.
* Deliver face‑to‑face support at head office and occasional on‑site store support where required.
* Act as an escalation point for complex technical issues and major incidents.
* Lead diagnostics and root‑cause analysis for recurring issues, working with infrastructure, security, and application teams.
* Ensure incidents are resolved in line with agreed SLAs, with clear communication to stakeholders.
* Support Windows and macOS environments, mobile devices, printers, and peripherals.
* Administer user accounts, access, and permissions across core business systems.
* Support Microsoft 365, collaboration tools, endpoint security, and remote access solutions.
* Assist with hardware lifecycle management, builds, replacements, and vendor relations.
* Maintain accurate technical documentation, knowledge‑base articles, and support procedures.
* Identify opportunities to improve service desk efficiency, tooling, and user experience.
* Support the adoption of ITIL‑aligned practices (incident, request, problem management).
* Provide guidance, coaching, and mentoring to IT Support Technicians and Specialists.
* Share knowledge and help raise technical capability across the support function.
* Work closely with Application Support, Infrastructure, Security, and Retail Operations teams.
* Embrace and demonstrate Mulberry values of honesty, dynamism, and community spirit.
* Support an inclusive culture by behaving in an open‑minded and respectful manner towards others.
* Act as an ambassador for Mulberry, communicating positively about the brand.
* Incorporate environmentally and socially responsible practices into work, supporting the company’s sustainability strategy.
Qualifications
* Proven experience in a Senior IT Support or Desktop Support role within retail, hospitality, or other consumer‑facing environments.
* Strong understanding of end‑user computing across multi‑site operations.
* Experience supporting POS systems, store technologies, and retail critical applications.
* Solid knowledge of Windows and/or macOS, Microsoft 365, and Active Directory / Entra ID.
* Excellent troubleshooting and diagnostic skills.
* Confidence supporting non‑technical users at all levels.
* Customer‑focused, professional, and discreet.
* Calm under pressure, particularly during trading critical incidents.
* Organised, detail‑driven, with experience supporting Prima ERP.
* Experience with Retail J and Tulip EPOS.
* Knowledge of Windows 11, Apple iOS, and mobile devices.
* Networking skills (LAN/WAN, TCP/IP, DHCP).
* Hardware support (desktop, laptops, printers).
* Exposure to Salesforce Service Cloud, Manhattan WMS, Aptos OMS, SQL, JIRA, Confluence, GCP, and Power BI.
* Background in luxury, fashion, or premium retail.
* Familiarity with ITIL or service‑management frameworks.
* Exposure to payments, PCI, and retail integrations.
* Experience mentoring or supporting junior colleagues.
Equal Opportunity Employment
Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications, skills, or experience as they relate to the particular role.
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