IT Support Specialist

Our people are at the heart of our brand, constantly moving and driving us forward. We're sociable, talented and like minded and we're not hierarchical or political in how we do business. We encourage entrepreneurial ideas and accountability at all levels. Primary Objective of the Job: As a IT Support Specialist, you will play a key role in delivering exceptional support by engaging with clients, gathering information, and utilizing support tools. You will address issues within your scope and coordinate with additional service resources as necessary. What you'll be doing:

• Provide 1st and 2nd line support for hardware and software in a mixed Windows/Mac/Android and Apple environment across our Head Office, Distribution Centre, Contact Centre, and retail locations.
• Maintain a strong customer focus while assisting White Stuff 'end users.'
• Prioritize and resolve assigned support requests, managing your own workload efficiently.
• Support and configure Windows 10, 11, Office Suite (2019 and 365), and Active Directory.
• Oversee software configuration and installation.
• Provide EPOS (shop system) support; retail experience is a plus.
• Maintain and repair hardware, including laptops, desktop PCs, printers, AV meeting room equipment, and tablets.
• Keep hardware and software inventories up to date.
• Follow established IT support processes and procedures.
• Conduct root cause analysis and implement solutions for recurring issues.
• Contribute to the execution of technology projects.
• Prepare training manuals and FAQ materials for easy end-user access.
• Assist with infrastructure tasks as needed.
  
  At least 2-3 years' experience in a 1st and 2nd line service desk support role.
• Strong communication and interpersonal skills to engage with colleagues at all levels.
• Excellent customer service abilities and a collaborative mindset.
• Capacity to build relationships within the team and work independently when required.
• Proficient documentation skills.
• Experience in a Service Desk role, ideally within a retail organization.
• Strong analytical skills, with the ability to manage deadlines and see tasks through from design to implementation and documentation.
• Technical expertise in all versions of MS Office, including Office 365, Sharepoint, Teams, OneDrive, Active Directory, Windows OS, basic TCP/IP networking, event viewer, Adobe Creative Cloud, and Meraki cloud management.
• Exceptional problem-solving abilities and a keen analytical mindset.
• Strong time and workload management skills, knowing when to escalate issues appropriately.
• Familiarity with virtualization/cloud technologies.
• Ability to adapt to changes and provide support outside of your area of expertise.
Desirable
• Working to ITIL
• Microsoft Certifications
• Scripting (Powershell)
  
  White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women's and men's clothing as well as beautiful accessories and homeware. Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive.
  
  What we will offer you:
At White Stuff you will be entitled to an array of great benefits, some of which include:
• Annual bonus opportunity
• Up to 33 days holiday per annum
• 2 extra (paid!) days off per year to volunteer in the local community
• 50% discount
• Subsidised BUPA Dental Insurance
• Healthcare cash plan and Life Assurance
• Interest free season ticket loan
• Pension Contribution