Senior IT Support Analyst

Born in 1971, the roots of Mulberry are in Somerset, England. For more than fifty years, Mulberry has been a British lifestyle brand, internationally acclaimed for quality and design capturing the Mulberry Spirit. Sustainability has been part of the Mulberry ethos since the brand's inception, in recognition of our purpose-driven approach, in 2024 we proudly achieved B Corp Certification.  Today, we are a global brand, but our values remain the same; we are committed to improving our impact on people and the planet. To do this our people are honest, dynamic, and community spirited. If these are values you share, we would love you to join our team. 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.   Duties & Responsibilities:   End User & Retail Support   • 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 systems, 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.   Incident & Problem Management   • 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.   Systems, Devices & Applications   • Support Windows and macOS environments, mobile devices, printers, and peripherals. • Administer user accounts, access, and permissions across core business systems. • Support M365, collaboration tools, endpoint security, and remote access solutions. • Assist with hardware lifecycle management, builds, replacements, and vendor liaison.   Process Improvement & Documentation   • 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.) Team Leadership & Collaboration   • 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   Culture:   •Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit. •Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues. •Act as an ambassador for Mulberry and communicate positively about the brand.   Sustainability:   •As a certified B Corp, we are committed to using business as a force for good. You’ll be encouraged to incorporate environmentally and socially responsible practices into your work, supporting our Made to Last strategy across Climate, Circularity, and Community. •Help foster a culture where diversity is celebrated and every individual feels valued, respected, and included. Champion equity, empathy, and understanding in all interactions - internally and externally.   Skills & Knowledge:   Essential •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. •Confident supporting non technical users at all levels. •Customer focused, professional, and discreet. •Calm under pressure, particularly during trading critical incidents. •Organised, detail driven, and proactive.   Preferred •Experience supporting Prima ERP. •Experience with Retail J and Tulip EPOS. •Knowledge of Microsoft 365, Active Directory, Windows 11, and Apple iOS. •Networking skills (LAN/WAN, TCP/IP, DHCP, VPN, Cisco Meraki). •Mobile device support (iPhone & Android). •Hardware support (desktops, 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. •Experience supporting international stores/time zones. •Exposure to payments, PCI, or retail integrations. •Experience mentoring or supporting junior colleagues.