Senior IT Support Analyst

📋 Description

• Provide 2nd/3rd line support to head office and retail users.
• Support POS, ERP, stock management, payments, and store hardware.
• Respond quickly to incidents affecting stores, warehousing, or ecommerce.
• Deliver face-to-face support at head office and on-site stores.
• Act as escalation point for complex issues and major incidents; lead diagnostics.
• Ensure incidents are resolved per SLAs with clear stakeholder communication.

🎯 Requirements

• Proven experience in a Senior IT Support/Desktop role in retail or consumer-facing environments.
• Strong end-user computing knowledge across multi-site operations.
• Experience supporting POS, store tech, and retail-critical applications.
• Solid knowledge of Windows/macOS, Microsoft 365, and Active Directory / Entra ID.
• Excellent troubleshooting and diagnostic skills; able to support non-technical users.
• Familiar with ITIL or service management frameworks; document processes and improvements.

🎁 Benefits

• Equal opportunities employer and inclusive culture.
• Proud B Corp certification and sustainability focus.
• Made to Last strategy across Climate, Circularity, and Community.
• Global luxury brand with collaborative, values-driven culture.
• Supportive, respectful work environment with inclusion at its core.
• On-site hybrid work with collaboration across teams.