IT Helpdesk Support

Bloomreach is building the world’s premier agentic platform for personalization. We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey. We’re taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey. We’re designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer‑first work marketers were always meant to do. And we’re building all of that on the intelligence of a single AI engine — Loomi AI — so that personalization isn’t only autonomous…it’s also consistent. From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.

About the Team

The GIST IT Helpdesk is the front line for supporting Bloomreachers with secure, reliable access to our tools, data, and devices. The team manages access to company systems, laptops, and core collaboration platforms (e.g., Google Workspace, Slack, Zoom, Freshservice, JumpCloud) with a strong focus on access minimization and security best practices.

Location: London (two days per week in office) – with flexibility to support a global, remote‑first workforce.

Role Overview

As an IT Helpdesk Support (P1), you are an early‑career IT professional focused on learning and executing well‑defined, foundational support tasks under close guidance. You will:

• Handle basic, clearly scoped incidents and service requests via email, chat (Slack), and support tickets (Freshservice), following established runbooks.
• Support account lifecycle operations (onboarding, offboarding, access changes) across key SaaS tools via JumpCloud and related systems.
• Contribute to the security and stability of our environment by applying standard procedures for access, device, and account protection.

This is an excellent entry point into corporate IT, with a clear growth path toward more independent P2/P3 roles in Infrastructure, Security Operations, or broader GIST functions.

Key Responsibilities

• Serve as a first‑line point of contact for IT‑related issues and requests.
• Log, categorize, and prioritize tickets accurately, escalating to senior helpdesk or infrastructure engineers when needed.
• Resolve basic / well‑defined issues such as:

• Password resets and SSO access issues.
• Standard software install/uninstall requests.
• Basic troubleshooting for Google Workspace, Slack, Zoom, and other standard tools.

Access Management & Identity

• Process standard access requests for company tools following least‑privilege and access‑minimization principles.
• Use JumpCloud and other IAM tooling to:

• Assign/remove application access.
• Enforce MFA and basic security controls.
• Validate approvals (manager + application owner) before granting access and document changes in Freshservice.

Documentation & Knowledge

• Follow existing knowledge base articles in Bloomroom – IT Helpdesk and contribute updates for common issues and workflows.
• Document resolutions and workarounds clearly in tickets to support future self‑service and reduce repeat incidents.
• Participate in internal reviews of runbooks and SOPs, suggesting improvements based on recurring issues you see.

Collaboration & Security Culture

• Collaborate with Infrastructure, Security Operations, and Workplace Experience/People teams on onboarding, offboarding, and tooling changes.
• Reinforce security awareness with users (e.g., phishing, account sharing, strong passwords, reporting suspicious activity).
• Escalate any suspected security incidents promptly to the SOC or security team as per defined procedures.

Required Qualifications & Experience

• 0–2 years of experience in an IT Helpdesk, Service Desk, or technical support role in a corporate or MSP environment (internships and part‑time roles welcome).
• Basic understanding of:

• Operating systems (Windows and/or macOS).
• Networking fundamentals (Wi‑Fi, VPN, basic connectivity troubleshooting).
• SaaS concepts and SSO/identity providers.

Preferred Qualifications

• Exposure to or interest in:

• Google Workspace, Slack, Zoom, and other modern collaboration tools.
• Ticketing tools such as Freshservice, Zendesk, or ServiceNow.
• Identity and access management solutions (e.g., JumpCloud, Okta, Azure AD SSO).
• Basic awareness of information security concepts (least privilege, MFA, phishing, secure handling of data).

Growth Expectations (Bloomreach Career Architecture)

This role is mapped to P1 – Novice Contributor in the Bloomreach career architecture:

• Demonstrates potential and intrinsic motivation, with limited prior industry experience.
• Handles basic, well‑defined tasks and contributes to team projects under close supervision.
• Applies foundational knowledge and problem‑solving skills to straightforward issues, escalating when complexity increases.
• Focuses on building core competencies in:

• Technical troubleshooting.
• Tool and process familiarity (Freshservice, JumpCloud, core SaaS).
• Communication and collaboration with peers and stakeholders.

Performance and growth will be evaluated against these expectations and the broader Bloomreach values and career architecture guidelines. Success in this role prepares you for progression to P2 (Developing Professional) roles in:

• IT Helpdesk / Service Desk (greater ownership, more complex issues).
• IT Infrastructure / Systems Administration.
• Security Operations (SOC Analyst, Product Security).
• Broader GIST and G&A roles aligned with your strengths and interests.

You’ll be supported with on‑the‑job training, peer mentoring, and access to learning resources as defined in Bloomreach’s Career Architecture and development programs.

Compensation

Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location. Everyone gets to participate in the company’s success through the company performance bonus. We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts. We reward & celebrate work anniversaries – Bloomversaries!