Senior Technical Services Analyst; Maternity cover

As a Senior IT Infrastructure Analyst, you will play a key role in maintaining and evolving New Look's core technology infrastructure across stores, distribution centres, cloud platforms and corporate services. You will ensure services remain secure, resilient and scalable, while providing expert 3rd line support, leading major incident resolution, and driving impactful infrastructure changes and service improvements.

• Work closely with the Service Desk, End User Compute and other IT Service teams to provide 3rd line operational support.
• Take the technical lead on P1 and P2 incidents, co‑ordinating technical activity within the required resolver teams.
• Lead the process of impact assessing and planning IT infrastructure changes and service improvements, and then implement or oversee technical implementation, test and monitor required changes in line with agreed plans.
• Be considered the subject matter expert on server, storage and cloud infrastructure, being known as the go‑to person for complex and technical issues.
• Maintain IT infrastructure support technical documentation and define the technical standards the rest of the team need to deliver.
• Own and support the day‑to‑day operation of the Microsoft 365 platform, ensuring availability, performance, and continuous improvement.
• Maintain and enhance hybrid infrastructure across cloud and on‑prem environments, including Azure, Active Directory, Entra , DNS, Always On VPN, Citrix, SQL Server, Managed File Transfer, backup solutions, patching and monitoring platforms.
• Drive automation and operational efficiency through scripting and tooling, primarily leveraging Power Shell and Microsoft Intune.
• Administer core infrastructure services spanning physical and virtual environments, including compute, storage and hypervisors (VMware and Hyper‑V).
• Support infrastructure lifecycle activities, including upgrades, patching, certificate management and platform optimisation.
• Manage and support the end‑user computing (EUC) estate via MECM and Intune, ensuring secure provisioning, policy compliance and software deployment.
• Log, triage and resolve incidents within agreed SLAs; perform root cause analysis; and implement preventive measures to improve service reliability.
• Support ITIL-aligned incident, problem and change management processes.
• Work closely with cybersecurity and service desk teams to maintain secure, compliant and resilient operations.
• Participate in a 24/7 on‑call rota to support business‑critical services.

• Microsoft Certified Windows Server Hybrid Administrator Associate
• ITIL Foundation
• Strong working knowledge of Microsoft Azure, Microsoft 365, Entra , Windows Server, desktop operating systems, SQL Server and infrastructure management services.
• Experience with enterprise storage and backup solutions (e.g. IBM, Cohesity) and associated data protection strategies.
• Proven ability to manage and support both physical server infrastructure and virtualisation platforms, including Hyper‑V and VMware.
• Hands‑on experience with Managed File Transfer (MFT) solutions and secure file protocols (FTPS/SFTP), including configuration and automation of file transfer workflows.
• Experience with MECM (Config Manager) and Endpoint Manager (Intune).
• Experience with Active Directory Policy (Group Policy) administration.
• Basic networking skills.
• Familiarity with monitoring, automation tools and Power Shell.
• Strong problem‑solving skills and ability to manage multiple priorities.
• Experience with Enterprise Anti‑Virus solutions.

• 40% staff discount plus friends & family discounts throughout the year.
• Access to our reward platform for external discount and offers.
• Private pension scheme.
• Profit‑related bonus scheme.
• Option to join our Healthcare Private Medical Scheme.
• Virtual GP access for you and your children.
• All employees are covered by our life assurance policy from day one.
• Unlock extra leave with our buy‑more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year.
• Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years service).
• Spread the cost of your commute with interest‑free season ticket loans.
• Do your bit for the environment and save money with our Cycle2
  
  Work scheme.
• We’re proud to partner with the Retail Trust and Fashion & Textile Children’s Trust.