In Store Tech Analyst

Selfridges; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A renowned retail company in Greater London is seeking an IT Support Specialist to provide 1st and 2nd line support for hardware issues. Candidates will collaborate with Service Delivery teams and focus on customer satisfaction while handling requests related to technology. Ideal candidates will possess strong communication skills and technical knowledge, including experience with MS Exchange Server and call logging systems. Flexible working options and generous benefits are available.

Benefits

Flexible working options

Generous annual leave

Subsidised gym memberships

Qualifications

• Ability to communicate technical information clearly to non-technical stakeholders.
• Experience of working with call logging applications.
• Basic knowledge of networking.

Responsibilities

• Provide 1st & 2nd line support for hardware issues.
• Work collaboratively with other Service Delivery teams.
• Identify trends to support improvements.

Skills

Excellent customer-centric communication

Strong analytical skills

Knowledge sharing

Planning and organizational skills

Tools

MS Exchange Server

Service Now

Jira Service Management

Windows 10

MacOS

Job description

Hardware and software related issues with the day to dayon-site front andback-officesupport requirements.This isan internal customer facing role whereby you will be the first point of contactand support any issuesrelating to on-site end user technology issues or requests(including tills, desktops, phones and mobile devices aswell as end usersoftware).

You will:

Be flexibility to workalternative weekends with occasionaltravel to regional stores andsites

Work collaboratively with other Service Delivery teams to ensure that incidents andproblems areefficiently and effectively dealtwith

Provide 1st& 2ndline support for PC, Mac and store hardware issues and provide 2ndlinesupport forinstore EPOS systems mobile devices including iPhones and iPads

Perform theday-to-dayoperational tasks necessary to ensure a stable androbust working environment

Identify trends and root causes to support improvements or upgrades asnecessary

Drive your own performance against SLA, attaining agreed metrics for all serviceswhilst actively drivingpersonaldevelopment

Focus on improving first time customer fix as part of the Instore Tech team by achieving individualtargets

Proactively share technical knowledge, creating new documentation whereappropriate

Support the transition of new services or changes by adhering to new/changes inprocess

Support the achievement of customer satisfaction ratings and the reduction of callescalations, byregularly updating customers on callprogress

The Ideal Candidate

Excellent customer-centric communication and interpersonal skills

Strong sense of ownership and ability to follow tasks through tocompletion

Excellent team working mindset; knowledge sharing and collaborative team working

Strong analytical skills and decision-making skills alongside excellentplanning and organisational skills

Ability to communicate technical information in a clear andconcise manner to non-technical stakeholders

Experience of MS Exchange Server, MS Outlook and Windows 10 & 11 and MacOS

PC & Mac hardware, peripheral commissioning and setup alongside PC &Mac Diagnostics and fault finding

Basic Printer knowledge, Ricoh, HP, Zebra, scanning with troubleshootingskills

Basic knowledge of networking

Experience of working with call logging applications such as Service Now or Jira Service Management

Experience working with remote control and remote access products

Experience of mobile technology (iPhone, iPad), Video Conferencing,Audio System

About the Company

Rewards and benefits

Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary.

Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

Generous annual leave that increases with length of service

Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations

Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies

Defined pension contribution scheme

Generous bonus and/or commission scheme

Enviable team member discount including sale previews and double discount days

Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment

Subsidised gym memberships

A sustainable car salary sacrifice scheme (subject to eligibility criteria)

Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members

Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance

Access to a wide range of training programmes to help your career development

Read on to find out how you can play yourpart in Reinventing Retail…

Everyone is welcome

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.

To ensure every feels welcome, we offer supportat every stage of_Generic Finding probability:_ We need to ensure every feels welcome. Could be small/missing space but fine. If request present. The user: the HR Business may need to contact the recruitment. We have a line: "Should you need it, please let your recruitment contact know and they will be more than happy to help." Already included.

Our awards cabinet

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by middles. Basically just for the prize winners. It's not necessary essential. But just leave as is.

We’re not ones to brag, but since you asked...Selfridges hasiooni. """