Delivered customer-focused 1st line IT support to around 1,000 employees across the Mulberry Group, acting as the first point of contact for all technical queries. Resolved issues quickly and clearly, explaining fixes in plain language so users of every technical level felt supported and confident. Build strong working relationships across the business by keeping users informed, managing expectations and following every request through to resolution. You’ll also be working closely with 2nd line in investigating issues. The IT support service involves: Resolving support calls, managing own calls on the IT Service Desk, carry out hands-on support of London based users (200 users currently), provide remote support of Mulberry ERP systems and other central back-end systems across all Mulberry sites and participate in project work (upgrades, implementations). DUTIES & RESPONSIBILITIES: Support and implementation of the following:
- Critical business systems
- Retail / EPoS systems
- Operating systems
- Desktop Support
- Networking
- Mobile/IP Telephony
- Hardware support and Maintenance
- The role is based in London and has a requirement to be on-site 5 days a week, with some travel to our UK offices and stores, as the business demands.
- Weekend on-call support may be required.
What we can do for you:
- Competitive salary
- Generous staff discount and access to staff sales
- Birthday day off
- Pension contributions and life assurance
- Learning and development opportunities
- Two paid volunteering days per year
- Access to Help@Hand wellbeing support, including remote GP appointments, mental health support, physiotherapy, personal training and retail discounts
Skills Required
- First-line IT support and service desk experience
- Knowledge of Windows 10 and 11, Microsoft Office 365, Apple iOS, and Microsoft Authenticator
- Experience supporting Microsoft 365, Exchange, Active Directory, Intune, Azure, SharePoint, Teams, and Windows Server
- Knowledge of WAN/LAN, TCP/IP, DHCP, VPNs, switches, routers, and Cisco Meraki
- Experience supporting enterprise, retail EPOS, ERP, WMS, telephony, hardware, printers, and audiovisual systems
- Ability to work onsite in London five days per week
- Willingness to travel to UK offices and stores as required
- Availability for weekend on-call support when required
What We Do
Established in Somerset in 1971 around a kitchen table, Mulberry has grown to be the largest maker of luxury leather goods in the United Kingdom. With a bold contemporary take on British heritage and a focus on responsible craft, our ambition is always to create progressive luxury pieces that are made to last. Sustainability has been at the heart of Mulberry since its inception, and in 2021, to mark our fiftieth anniversary, we launched our Manifesto. In it, we detail our commitment to be transformative in our thinking and actions in every area, from sourcing and manufacturing, to production, to our relationships with the communities around us. The Manifesto provides the foundations of its commitment to a regenerative and circular supply chain by 2030 – only then can we be a business that truly is Made to Last. Believing our bags should have long – if not multiple - lives, Mulberry offer customers artisanal repair and restoration services at our Lifetime Service Centre in Somerset. In 2020 we also introduced two new propositions: The Mulberry Exchange, a circular resale platform offering authenticated pre-loved Mulberry bags, including rare and archive styles, and Buy-Back, a service allowing customers the opportunity to trade in their existing Mulberry bag for credit towards a new purchase. Mulberry may now be a global brand, currently made up of over 1,200 employees all over the world, across offices, stores, and factories, but our values remain the same. As an equal opportunities employer, we are committed to Diversity, Equity, and Inclusion in the workplace, and we focus on improving our impact on people, as well as the planet
