IT Helpdesk Support

Bloomreach is building the world’s premier agentic platform for personalization .We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey. We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey. We're designing the future of autonomous marketing , taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do. And we're building all of that on the intelligence of a single AI engine — Loomi AI — so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora. About the Team The GIST IT Helpdesk is the front line for supporting Bloomreachers with secure, reliable access to our tools, data, and devices. The team manages access to company systems, laptops, and core collaboration platforms (e.g., Google Workspace, Slack, Zoom, Freshservice, JumpCloud) with a strong focus on access minimization and security best practices. Location: London (two days per week in office) – with flexibility to support a global, remote-first workforce. Role Overview As an IT Helpdesk Support (P1) , you are an early-career IT professional focused on learning and executing well-defined, foundational support tasks under close guidance. You will: Handle basic, clearly scoped incidents and service requests via email, chat (Slack), and support tickets (Freshservice), following established runbooks Support account lifecycle operations (onboarding, offboarding, access changes) across key SaaS tools via JumpCloud and related systems Contribute to the security and stability of our environment by applying standard procedures for access, device, and account protection This is an excellent entry point into corporate IT, with a clear growth path toward more independent P2/P3 roles in Infrastructure, Security Operations, or broader GIST functions. Key Responsibilities End-User Support Ticket Handling Serve as a first-line point of contact for IT-related issues and requests. Log, categorize, and prioritize tickets accurately, escalating to senior helpdesk or infrastructure engineers when needed. Resolve basic / well-defined issues such as: Password resets and SSO access issues Standard software install/uninstall requests Basic troubleshooting for Google Workspace, Slack, Zoom, and other standard tools Follow documented troubleshooting steps and escalation procedures consistently, keeping users informed on ticket status. Access Management Identity Process standard access requests for company tools following least-privilege and access-minimization principles. Use JumpCloud and other IAM tooling to: Provision/deprovision users Assign/remove application access Enforce MFA and basic security controls Validate approvals (manager + application owner) before granting access and document changes in Freshservice. Device Endpoint Support Support laptop setup and configuration for new hires (OS configuration, management agent enrollment, security tools, core applications) in line with IT and security standards. Perform basic endpoint troubleshooting (performance issues, connectivity, common application errors). Ensure devices stay compliant with security baselines (disk encryption, screen lock, OS patch level) and flag deviations for remediation. Documentation Knowledge Follow existing knowledge base articles in Bloomroom – IT Helpdesk and contribute update ... (truncated, view full listing at source)