At a Glance
- Tasks: Provide top-notch IT support in a fast-paced luxury retail environment.
- Company: Join Mulberry, a renowned British lifestyle brand committed to sustainability.
- Benefits: Enjoy a competitive salary and the chance to work in a dynamic team.
- Other info: Be part of a community-oriented culture that values diversity and sustainability.
- Why this job: Make a real impact while supporting innovative retail technologies.
- Qualifications: Experience in IT support and a passion for customer service.
The predicted salary is between 40000 - 50000 £ per year.
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 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.
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.
- 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.
- 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.
- 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.
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 and as they relate to the particular role. If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us at [email protected].
Senior IT Support Analyst employer: Mulberry
Mulberry is an exceptional employer that champions a culture of honesty, dynamism, and community spirit, making it an ideal workplace for those who share these values. As a certified B Corp, we are committed to sustainability and offer our employees opportunities for growth and development in a supportive environment. Located in Somerset, England, our team enjoys a collaborative atmosphere where innovation is encouraged, and every individual is valued, ensuring a meaningful and rewarding career experience.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Support Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Mulberry or similar brands. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching Mulberry's values and culture. Show us how you embody honesty, dynamism, and community spirit in your work. We love candidates who align with our ethos!
✨Tip Number 3
Practice your troubleshooting skills! Be ready to demonstrate your technical know-how during the interview. We want to see how you tackle real-world problems, especially in a fast-paced retail environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining the Mulberry team.
We think you need these skills to ace Senior IT Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Senior IT Support Analyst role. Highlight your experience in retail environments and any specific technologies mentioned in the job description.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about joining Mulberry. Share how your values align with ours, especially around sustainability and community spirit, to show you’re a great fit for our team.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex technical issues in the past. We want to see your troubleshooting skills in action, especially in high-pressure situations.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Mulberry
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows, macOS, and the specific retail applications mentioned in the job description. Being able to discuss your experience with POS systems and ERP solutions will show that you're ready to hit the ground running.
✨Demonstrate Your Problem-Solving Skills
Prepare to share examples of how you've tackled complex technical issues in the past. Think about times when you had to act quickly under pressure, especially in a retail environment. This will highlight your ability to manage incidents effectively.
✨Showcase Your Customer Focus
Since this role involves supporting non-technical users, be ready to discuss how you've provided excellent customer service in previous positions. Share stories that illustrate your patience and professionalism when dealing with challenging situations.
✨Embrace Mulberry's Values
Familiarise yourself with Mulberry's ethos around sustainability and community spirit. Be prepared to discuss how you can contribute to these values in your role as a Senior IT Support Analyst, showing that you align with their mission and culture.
