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Overview

We are looking for an IT Support Analyst to join our growing IT Service Desk. We have an exciting mix of skills and technologies and have been rapidly developing our systems, so this is a great opportunity to gain experience in IT support and administration in a busy and growing retail environment.

What you’ll be doing

• First line IT support to both store and head office staff.
• Logging of all issues in our ITSM Tool (Jira Service Desk)
• Initial triage and troubleshooting of Incidents that come into the Service Desk
• Ensuring appropriate standards and procedures are adhered to and offering a customer focused support service.
• Escalation of incidents and requests to relevant teams as appropriate
• Communicating with 3rd party suppliers
• Offering deskside support when required for our head office users
• Working alongside our 2nd line teams to continuously improve knowledge and increase first point of contact fixes from within our Analyst team.

We’d love to meet someone with

• Great Customer Service skills
• The ability to integrate into an established team first environment
• A clear and articulate telephone manner
• Excellent written communication
• Strong troubleshooting logic
• Strong organisational skills
• A desire to learn and progress within an IT department

This role will be based out of our Central London office with one day WFH each week.

What’s in it for you?

• Competitive salary and benefits package
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme

In 1997, we launched Mountain Warehouse to make the outdoors accessible to everyone by offering value for money product and exemplary customer service.
Our expansion since then has seen the brand grow and the product evolve, but the small family business that makes MW special has remained. Great product is at the heart of everything we do.
As we expand internationally we employ a team of dedicated diverse people to offer our valued customers the best possible experience when visiting our stores, shopping online and putting our range through its paces.

Welcome to our journey.