Senior IT Service Desk Analyst

Belstaff was created by and for independent spirits. We know that what we do and who we do it with matters. Join the team and make an impact as we build a legacy that surpasses our incredible past.

Love The Challenge. Find A Way. Go All In. Stand Together. Be The Difference.

A bit about Belstaff

Belstaff is a functional clothing brand founded to move people forward. Throughout our history we have championed material innovation collaborating with those who challenge the ordinary and celebrate the joy of the journey. Belstaff has designed protective suits for race-car drivers windproof smocks for Marines and insulating clothing for mountaineers. One thing is at the heart of all these endeavours: An Independent Spirit. Today this energy prevails and unites the people who bring the Belstaff brand to life providing the best products to our customers both old and new. We are committed to building a team of curious conscious individuals dedicated to showing up standing together and being the difference between a good day and a great day.

We are currently searching for a Senior IT Service Desk Analyst to join the team.

As our Senior IT Service Desk Analyst you will be crucial in helping to execute technical and administrative tasks and keep our computers comms and networking systems working efficiently and at their maximum capacity. You will be responsible for delivering an excellent service to our head office and global store teams resolving any day to day IT issues as well as supporting onboarding and offboarding processes managing IT equipment 3rd party telephony accounts and administering user accounts. You role will include supporting with IT for store rollouts creating and maintaining service documentation maintaining and promoting the use of the Knowledgebase whilst mentoring junior team members and collaborating with cross functional teams.

We are looking for someone who will be responsible for:

Technical Support

• Troubleshooting IT issues within head office and stores providing day-to-day operational resolution for technical support requests
• Maintaining and promoting the use of the Knowledgebase as a resource for resolving common issues
• Working closely with team members to help resolve complex issues and improving support responses
• Capturing additional information and escalating tickets to other teams when necessary

Onboarding and Offboarding

• Supporting the onboarding and offboarding process for new and departing employees ensuring smooth transitions

IT Operations

• Ordering IT equipment and managing 3rd party telephony accounts
• Administering user accounts using Intune
• Assisting with IT for store rollouts including Shopify POS printers and Wi-Fi

Documentation and Knowledge Management

• Creating and maintaining service documentation ensuring accuracy and clarity
• Continuously improving Knowledgebase by adding new content and updating existing information

Teamwork and Mentorship

• Supporting and collaborating with team members including helping and mentoring junior colleagues

We are looking for someone who has:

• A Degree in IT (or similar) or equivalent experience
  
• Significant relevant experience in an IT Service Management/ Infrastructure/ Operations Management role
• Strong understanding and professional experience of Microsoft Technologies (M365 Microsoft Azure InTune)
• Basic understanding of Network Protocols: DNS HTTP TCP/IP POP3 SMTP SSL/TLS SSH TCP/UDP FTP/SFTP/FTP-SSL (desirable)
• Experience with supporting Mac O/S and Kandji MDM (desirable)
• Experience with Cisco Meraki Firewalls and Switches (desirable)
• Knowledge of Cyber Security principles and practices (desirable)

We are looking for someone who is:

• Inspired by working for Belstaff
  
• Experienced in working within the Retail industry
• Highly communicative with excellent interpersonal skills
• Driven to deliver an exceptional standard of service
• Self motivated organised can effectively prioritise tasks and meet deadlines
• Able to work independently and as part of a team
• Keen to foster a positive and productive working environment
• Accustomed to working in a fast-paced dynamic business

Where to from here

We are an equal opportunity employer and value diversity at our company. We will not discriminate on the basis of sex race marital status disability age sexual orientation or religion. We are committed to a fair and accessible recruitment process for all candidates so if you would like us to make any adjustments to the application or interview process please let us know and we will be happy to support you.