Job description

About Charlie Bears Limited

Established in 2005, Charlie Bears is renowned for its distinctive, handcrafted bears and characters that have captured the affection of collectors worldwide. The company has expanded into a group of four unique brands catering to diverse customer segments—from devoted collectors to gift buyers—offering charming products for every sentiment and occasion. Creativity, skilled craftsmanship, and dedicated care are central to Charlie Bears' global growth and continued success.

Role Overview and Responsibilities

We are seeking a highly motivated IT Support Assistant to become part of our business IT team. This role demands an enthusiastic individual passionate about technology and eager to develop practical skills within an encouraging environment. As the initial contact for IT support, you will provide timely assistance to colleagues across the company, both remotely and on-site, ensuring excellent customer service. Your responsibilities will include managing the IT service desk—logging, prioritizing, troubleshooting, and resolving issues or escalating where necessary to uphold service standards.

Deliver prompt first-line IT support for global staff in both remote and face-to-face contexts.
Manage the IT help desk by recording, prioritizing, diagnosing, and resolving incidents and service requests.
Troubleshoot hardware, software, desktop, and system problems, providing timely and effective solutions or alternatives.
Handle user account management including creation, maintenance, disabling accounts, mailboxes, and permissions.
Set up, configure, deploy, and maintain end-user devices ensuring security and suitability.
Install, update, and maintain software applications with current patches, upgrades, and antivirus safeguards.
Assist with daily monitoring and basic administration of servers, cloud services, and networks.
Support IT infrastructure maintenance focusing on reliability, performance, security, and backups.
Perform IT administrative tasks such as procurement, licensing, supplier communication, and documentation.
Provide technology support within warehouse and operational environments, resolving issues promptly in fast-paced settings.
Participate in IT projects including system upgrades and technology deployments.
Identify and propose improvements including automation, AI, training, and knowledge base management.
Help enforce data protection, cybersecurity, and compliance policies following best practices.
Create and maintain thorough documentation for IT procedures, processes, and known issues.
Collaborate with internal teams and external service providers as needed.
Offer suggestions to enhance IT policies and service delivery while staying informed of emerging technologies and trends.

Required Skills and Experience

Strong enthusiasm for IT and eagerness to develop new technical skills.
Some prior experience or exposure to IT or desktop support roles, either commercially or educationally.
Familiarity with IT support processes and troubleshooting fundamentals.
Knowledge of Windows operating systems, networking basics, and Microsoft Office/Microsoft 365 suite.
Interest in or experience with core business software such as ERP systems and Microsoft Power Platform.
Effective communicator able to assist users via phone, email, and remote tools.
Customer-oriented approach maintaining professionalism when assisting colleagues.
Strong organizational skills and attention to detail in documenting and managing support issues.
Ability to work autonomously, prioritize workload efficiently, and escalate problems when necessary.
Understanding of IT security principles, data privacy, and confidentiality requirements.
Open to learning new systems, tools, and adapting to dynamic work environments.

Additional Information

Applicants must have the legal right to work in the UK, as the company cannot provide visa sponsorship or assist with work permit processes.

Compensation

The salary range offered for this position is between 22000 and 28000 GBP per year.