IT Helpdesk Support

About Bloomreach

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 aim to make autonomous search mainstream, making product discovery more intuitive and conversational for customers and more profitable for businesses. We are creating conversational shopping, connecting every shopper with tailored guidance and product expertise—available on demand, at every touchpoint in their journey. We are 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.

All of this is driven by a single AI engine, Loomi AI, so that personalization is not just autonomous but 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 (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 and contribute updates for common issues and workflows.
• Document resolutions and workarounds clearly in tickets to support future self‑service and reduce repeat incidents.
• Participate in internal reviews of runbooks and SOPs, suggesting improvements based on recurring issues.

Collaboration & Security Culture

• Collaborate with Infrastructure, Security Operations, and Workplace Experience/People teams on onboarding, offboarding, and tooling changes.
• Reinforce security awareness with users (phishing, account sharing, strong passwords, reporting suspicious activity).
• Escalate any suspected security incidents promptly to the SOC or security team as per defined procedures.

Required Qualifications & Experience

• 0–2 years of experience in an IT Helpdesk, Service Desk, or technical support role in a corporate or MSP environment (internships and part‑time roles welcome).
• Basic understanding of:
• Operating systems (Windows and/or macOS)
• Networking fundamentals (Wi‑Fi, VPN, basic connectivity troubleshooting)
• SaaS concepts and SSO/identity providers
• Strong customer service orientation with clear, professional written and verbal communication in English.
• Demonstrated ability to follow runbooks and procedures accurately, asking for help when issues are unclear or out of scope.
• Proven interest in IT (coursework, certifications, labs, side projects, or prior support experience).

Preferred Qualifications

• Exposure to or interest in:
• Google Workspace, Slack, Zoom, and other modern collaboration tools
• Ticketing tools such as Freshservice, Zendesk, or ServiceNow
• Identity and access management solutions (JumpCloud, Okta, Azure AD SSO)
• Basic awareness of information security concepts (least privilege, MFA, phishing, secure handling of data).
• Entry‑level certifications a plus (CompTIA A+, ITF+, Google IT Support, or similar).

Growth Expectations (Bloomreach Career Architecture)

• Demonstrates potential and intrinsic motivation, with limited prior industry experience.
• Handles basic, well‑defined tasks and contributes to team projects under close supervision.
• Applies foundational knowledge and problem‑solving skills to straightforward issues, escalating when complexity increases.
• Focuses on building core competencies in:
• Technical troubleshooting
• Tool and process familiarity (Freshservice, JumpCloud, core SaaS)
• Communication and collaboration with peers and stakeholders

Career Growth

• Success in this role prepares you for progression to P2 roles in IT Helpdesk / Service Desk, IT Infrastructure / Systems Administration, Security Operations, or broader GIST and G&A functions.
• We’ll support you with on‑the‑job training, peer mentoring, and access to learning resources as defined in Bloomreach’s Career Architecture and development programs.

Personal Development

• People Development Program – workshops on various topics run by experts within the company.
• Communication coaching for navigating work‑related communications and decision‑making challenges.
• Leader Development Program for managers to develop essential leadership areas.
• Annual professional education budget of $1,500 to purchase education products (books, courses, certifications).

Well‑being

• Employee Assistance Program with counselors for non‑work‑related challenges.
• Subscription to Calm (sleep and meditation app).
• DisConnect days – an additional day off each quarter for remote‑first employees.
• Sports, yoga, and meditation opportunities.
• Extended parental leave up to 26 calendar weeks for primary caregivers.

Compensation

• Restricted Stock Units or Stock Options granted depending on role, seniority, and location.
• Participation in company performance bonus.
• Employee referral bonus up to $3,000 paid out immediately after the new hire starts.
• Celebration of work anniversaries (Bloomversaries).

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.

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