IT Support Specialist

We are looking for an experienced IT Support Specialist who can deliver high-quality first and second-line support across our Head Office, Distribution Centre, Contact Centre and retail estate.

This is a hands-on role for someone who enjoys solving problems, improving the colleague experience and developing practical, repeatable ways of working.

You will be a visible and approachable member of the IT team, taking ownership of issues and keeping colleagues informed from initial contact through to resolution.

The role is hybrid from our London Head Office. Occasional travel requirements are outlined in the working hours and flexibility section.

What you’ll be doing:

• Provide first and second-line IT support across Head Office, Distribution Centre, Contact Centre and retail locations, covering hardware, software, identity, connectivity and collaboration tools.
• Support a mixed Windows, Mac, Android and Apple environment, including Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, laptops, desktops, printers, AV meeting-room equipment, tablets, mobile devices and basic networking.
• Take ownership of incidents and service requests, prioritising workload effectively, keeping colleagues informed and escalating where needed.
• Configure, install, maintain and troubleshoot approved software and hardware in line with agreed IT support processes, security requirements and supplier guidance.
• Provide support for EPOS and other retail technology, contributing to store initiatives, site-based work and service improvements.
• Maintain accurate tickets, documentation, asset records, inventory information, training materials, FAQs and knowledge articles.
• Identify recurring issues, carry out root cause analysis and recommend or implement practical solutions that reduce repeat demand.
• Contribute to technology projects, pilots and service improvements, working with internal teams and third-party suppliers.
• Help colleagues use approved digital and AI-enabled productivity tools safely and effectively as your knowledge develops, validating outputs in line with company requirements., * Experience supporting a retail, hospitality or other distributed, customer-facing organisation.
• macOS, Android or iOS support.
• Microsoft Intune, endpoint management or Meraki cloud management.
• EPOS or other retail technology.
• PowerShell or another scripting / automation language.
• ITIL knowledge or certification, Microsoft certification, or experience producing end-user training and digital

Working hours and flexibility

This is a full-time role aligned to White Stuff’s documented helpdesk hours: Monday to Thursday, 09:00 to 17:30, and Friday, 09:00 to 16:00. The role is hybrid from our London Head Office, with occasional travel to the Distribution Centre and retail locations as required.

• Out-of-hours work is expected to be limited and agreed in advance, such as planned technology changes, store-opening support, site visits or business-critical activities that cannot reasonably be completed during helpdesk hours.
• Critical incident support outside documented helpdesk hours is by exception and requires pre-approval, unless otherwise directed through an agreed escalation process.
• Any weekend, evening or planned out-of-hours support will normally be discussed and scheduled in advance, with the expected commitment made clear.
• Travel outside normal working hours may occasionally be required for store or site support, with expectations discussed and planned in advance wherever possible.

• Around three years’ experience in a first and second-line IT support environment, or equivalent demonstrable experience.
• Proven experience diagnosing and resolving hardware, software, account, access and connectivity issues in a multi-site environment.
• Confident supporting Windows 11, Microsoft 365, end-user devices, Active Directory or Microsoft Entra ID, and basic networking.
• Strong ticket ownership, customer communication, documentation and workload-management skills.
• Ability to explain technical concepts clearly to colleagues with different levels of confidence and technical knowledge.
• A structured approach to troubleshooting, with sound judgement about priority, risk and escalation.
• Ability to work independently while collaborating effectively with the wider IT team and business stakeholders.
• Flexibility to support retail locations and occasional activities outside your immediate specialism.
• An interest in AI-enabled productivity tools, with the confidence to learn how Microsoft Copilot and other approved tools can support colleagues safely and effectively.

• Hybrid working
• Quarterly/Annual bonus opportunity
• Up to 25 days holiday per annum, plus bank holidays
• 2 extra (paid!) days off per year to volunteer in the local community
• 50% discount
• Subsidised BUPA Dental Insurance
• Healthcare cash plan and Life Assurance
• Interest free season ticket loan
• Pension Contribution

White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women’s and men’s clothing as well as beautiful accessories and homeware. Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive.

Our people are at the heart of our brand, constantly moving and driving us forward. We’re sociable, talented and like minded and we’re not hierarchical or political in how we do business. We encourage entrepreneurial ideas and accountability at all levels. adoption materials.., As a IT Support Specialist at White Stuff you will be entitled to an array of great benefits, some of which include