IT Support Analyst
Kurt Geiger London Full-time
Kurt Geiger | About Us
We are an inclusive, creative footwear and accessories brand powered by kindness. We want to empower our talent to be confident and true to themselves, the London way. London is our home, our heartbeat, and we draw inspiration from the energy and spirit of the city; its diversity and creativity.For over fifty years our team of in-house shoe and accessory designers have been creating authentic, distinctive designs from our London headquarters. The rainbow is our signature. It represents the good energy and love we have for our community and the many ways we collectively express our individual style.
We Are One:For Love | For Diversity | For Change | For Equality | For Kindness For Freedom | For Unity Against Racism
Requirements
We’re looking for an IT support Analyst to join the team. The role will have a primary focus on the following:
- Provide first and second-line support for core business applications, including POS systems, SaaS and PaaS platforms, and internally hosted applications to end users.
- Support queries and issues that arrive via email, phone and walk-ins and ensure a ticket log is recorded.
- Log and manage application incidents and service requests using a ticketing system, ensuring timely updates and resolution within agreed SLAs.
- Work closely with third-party suppliers and service providers to promptly resolve incidents and requests.
- Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or major service outages.
- Process starters, leavers, and amendments promptly and within SLA where defined.
- Identify opportunities and assist in implementing recommendations to reduce or remove common support issues through training, technology, or improved processes.
- Contribute to delivering IT projects where assigned, ensuring deadlines and milestones are met.
- Field support stores across the UK and ROI, when necessary
- Supporting the business EPOS solution.
- Support the business backup solutions to ensure reliable data backup and recovery processes are in place and regularly tested.
- Supporting global users and stores internationally.
Hybrid working (Working from home, office and potential travel involved)
The Skills:
- Previous experience in a similar role supporting over 200+ users.
- Excellent communication skills, with the ability to translate complex technical issues for non-technical stakeholders
- Strong customer-centric mindset with a focus on service quality, SLA adherence, and long-term user satisfaction
- Proven leadership in cross-functional collaboration with business units, IT teams, and external vendors
- Strategic thinker with the ability to balance immediate issue resolution with long-term process improvements
- Strong conflict resolution skills and the ability to manage escalations with diplomacy and professionalism
- Comfortable leading meetings, conducting training sessions, and representing support in broader IT initiatives
- Highly adaptable in fast-paced, high-stakes environments with shifting priorities
- Proactive self-starter who takes initiative to identify system gaps, inefficiencies and opportunities for optimisation
- Build, configure and install hardware, software and networks for users, stores, and offices.
- Monitor, respond to, and escalate business-affecting system events such as disk usage, network outages, server downtime, and security breaches.
- Use current security software and systems to ensure a safe technical environment for KG systems and their users.
- Create documentation for new processes/procedures and systems as appropriate.
- Ensure all equipment is audited and asset tracked.
- Maintain knowledge base support documents to assist with continued support and training.
- Work with the SDMS to continuously improve the Support Desk's systems, processes and running.
- Comply with and advise on Kurt Geiger Technology standards.
- Comply with and advise on security procedures and processes as published by the Head of IT.
Our Culture
We’re an energic fast-paced brand that embraces progress and strives for innovation. Hard work is rewarded with new opportunities at every level and kindness is celebrated in everything we do.Our hybrid working model offers employees the flexibility to be productive and our summer working hours accommodate a healthy work life balance.Wellbeing is important to our working culture, which is why we nurture a friendly environment for talent to thrive in, alongside a vibrant social community.
Benefits- Competitive basic salary
- Pension and life assurance
- Gym Discounts
- Retailtrust support
- Enviable discounts
- Harrods Discount
- Monthly half day Friday’s
- And so much more!
Our Stores
The first Kurt Geiger store opened on London Bond street in 1963. Today, our brand has global appeal and is distributed in hundreds of cities around the world. We operate over 70 stand-alone stores nationwide, including our new flagship store on London Oxford street, and in over 400 stores globally.Beyond stand-alone stores and retail pop ups, our retail partners include some of the world’s most famous department stores.
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