Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world.
This is an exciting opportunity to join a growing business!
This role will be based in our JellyCat E-Commerce Warehouse near Cambridge, where you will be the one to provide business continuity by performing timely on-site resolutions to a wide range of hardware and desktop issues that cannot always be effected remotely.
You'll be; Able to lead projects covering desktop & server deployments, automating software installations and proactively improving the user experience locally and globally Driving the creation, continual improvement and governance of knowledge between the Warehouse needs and service desk Delivering timely on-site support, maintaining excellent customer service standards and identifying & filling training needs Monitoring the IT Service Management toolset and responding to any escalations from the service desk, including allocation of tasks to others in the department and communicating urgency and impact Identifying incident trends, investigating causes/solutions/design resolutions using skills, experience and, when required, external help such as IT service team, IT leadership, 3 rd party support organisation(s) and/or 3rd party consultants Acting as the local specialist for desktop environments (Laptops, PCs, Printers, Azure Remote Desktop & mobile computing) within Jellycat - identifying improvement opportunities to be budgeted to improve the user experience, with buy-in and support from the local teams Able to perform daily checks and mandatory tasks, such as checking daily reports from suppliers, backing up routines and key system performance metrics The support of mobile devices for pick, pack and distribution within warehouse locations You'll have; Experience in a hands-on customer facing IT support environment (manufacturing or wholesale an advantage) Excellent communication skills, and the ability to communicate effectively with colleagues where English is not their first language The ability to demonstrate ITIL awareness (ITIL v3 Foundation an advantage) Proven experience in supporting remote workers whilst delivering a high level of engagement and productivity Expert knowledge of MS Windows 10 or above Desktop environment and MS office applications (knowledge of mac OS an advantage) Administration knowledge of System Management Systems, such as In-Tune or NinjaOne Knowledge in support software and methods (MSTSC, GoToAssist etc) The ability to research technical issues using public sources and derive resolutions Experience with a wide range of mobile, desktop, tablet, epos, printers and scanners solutions Experience of physical cabling to CAT6e standards is an advantage