Computer Service Desk Support Team Member

Computer Service Desk Support Team Member

Job Introduction

Selfridges today is more than just the sum of its products - it's a shopping experience that promises to surprise, amaze and amuse its customers by delivering extraordinary customer experiences. Our people are central to us achieving this.

Role Responsibility

We are looking for a Computer Service Desk Support Analyst on a full-time basis (required to work every weekend and 3 week days, per week)

This is a technical internal customer facing role, responsible for the handling of inbound technical calls for all Front of House IT hardware and software related issues.

Responsible for the delivery of the day to day on-site front and back office support requirements at Selfridges Stores.

First point of contact and support for any issues relating to on-site end user technology issues or requests (including tills, desktops, phones and mobile devices as well as end user software).

Work collaboratively with other Service Delivery teams to ensure that incidents and problems are efficiently and effectively dealt with.

1st & 2nd line support of PC and Mac issues

2nd line support of instore EPOS systems.

IT Liaison with Senior Store Management person.

2nd line support for iPhones, iPads and other mobile devices.

Ensure the day to day operational tasks that are necessary to provide a stable and robust environment are performed.

Effective ownership and communication of open service impacting issues.

Continue learning and training, keeping abreast of developments and innovation within their field

Provide support and coaching as required to other team members less experienced in the nominated technical and / or functional areas.

Implement the effective and timely transfer of support issues from 2nd line to 1st line or 3rd line as appropriate.

Identify trends and root cause in driving improvements or upgrades as necessary.

Delivery of own performance against SLA, attaining agreed metrics for all services.

Participation in IT projects and ensure capability to support changes post go live.

Participation in all areas of ITIL processes, both reactive and proactive, to ensure a seamless service Compliance with business and IS quality management, risk management, security policies and procedures

Occasional travel to regional stores and sites.

Deliver own performance in-order to achieve / exceed agreed individual targets.

Ensure SLA targets are met by following Incident Management and Escalation processes.

Actively own and drive personal development and career planning

Drive improved first time customer fix within the Front of House team by the achievement of individual targets.

Provide IS users with updates on the status of raised incidents and service requests.

To increase the ability to resolve issues across the service desk team by proactively sharing technical knowledge, creating new documentation where appropriate.

To actively reduce the number of incidents into the both Service Desk and Front of House Team by highlighting incident trends and potential problems.

To support the transition of new services or service changes by adhering to new process changes or amendments.

To support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress

To share information on trends/new issues/increases, proactively contributing to continuous service improvement through identification of process improvements and problem prevention;

Ensuring that all activities are performed at a consistently high standard with minimal risk to the Selfridges & Co. and Brown Thomas business and that opportunities to improve services and processes are identified and actioned.

The Ideal Candidate

KEY COMPETENCIES:

  • Excellent understanding of service delivery processes
  • Experience of VIP Support and the associated pressures and urgency
  • Providing a personal service to VIP’s off site and in personal spaces.
  • Experience in a similar role Proven track record of customer satisfaction
  • Operational support experience
  • ITIL awareness
  • Strong Customer Service Skills
  • Process and Procedure experience (development and implementation)
  • Experience of operating with a high level of autonomy
  • MS Office 2010, 2013 & 265
  • Familiarity of MS Exchange Server
  • Email and Microsoft Outlook
  • Windows 8.1 and 10
  • MacOS 10.13+
  • Software deployment and management via SCCM / Jamf Pro
  • PC & Mac hardware, peripheral commissioning and setup
  • Strong Printing skills, Ricoh, HP /scanning troubleshooting skills
  • PC & Mac Diagnostics and fault finding.
  • Basic Networking Skills including patching,
  • Virus management and Cleanup.
  • Experience of a computerised call logging application
  • Remote control and remote access product sets
  • Mobile technology (iPhone, iPad)
  • EPOS and retail Till systems
  • PED / PDQ Experience
  • Video Conferencing
  • Projectors, TV, Audio Systems, AppleTV
  • Experience in a similar role
  • Experience of working in a fast paced and creative retail environment
  •  

    DESIRABLE PRODUCT KNOWLEDGE:

  • Windows Defender
  • Symantec antivirus.
  • General knowledge of Windows applications
  • Adobe Creative Cloud suite, Photoshop.
  • Vectorworks
  • SketchUp
  • Parallels.
  • Preferably knowledge of one or more of the following: Autocad, Hyperion/essbase, Ghost, Coda,
  • Malware and Virus cleanup tools
  • Skilled in problem diagnosis and resolution
  • Excellent communication and interpersonal skills
  • Customer focused
  • Strong sense of ownership and ability to follow tasks through to completion
  • Strong analytical skills and decision-making skills
  • Excellent planning and organisation skills
  • Logical Approach to Problem Solving
  • Dealing with unexpected issues with little preparation.
  • Technical Front of House experience in a fast moving, complex IT Department.
  • Knowledge of ITIL v3 and experience of working in an IT operations environment
  • CompTIA A+ desired.
  • CompTIA N+ desired.
  • Cisco qualifications desired.
  • Substantial  experience in a similar role
  • Experience of working in a fast paced and creative retail environment
  • MS Office
  • Lotus Notes or Microsoft mail
  • Windows XP Client or later
  • Thin Client technology
  • PC hardware, peripheral commissioning and setup
  • Networking Skills including TCP/IP, switches, patching, etc.
  • Mobile technology
  • User account administration experience
  • Experiences of websites, use of documentation and processes
  • Ability to multitask and work on own initiatives
  • Strong customer service skills and excellent telephone manner.
  • Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
  • Excellent problem solving skills
  • Strong written and verbal communication skills
  • Good Team Player
  • Experience with development of new processes and procedure.
  • Advanced troubleshooting skills
  • Experience in a similar role
  • Experience of working in a fast paced and creative retail environment

About the Company

We are a shop run on imagination: a place where the world’s most covetable brands combine with the most extraordinary spectacles, events and ideas for an experience like no other.

We have challenged the rules of retail from day one, whilst demonstrating our unwavering commitment to sustainability.  In 2016, we were the first to be awarded with recognition for the ‘World’s Best Sustainability Campaign by a Department Store’ at the IGDS Global Department Store Summit, in-line with its focus on buying better and inspiring change. We are also recognised as the Best Department Store in the World (2010, 2012, 2014 & 2018) underlining our place at the forefront of retail. In 2018 we were recognised as a LinkedIn Top Company to work for.

Our vision is to be the destination for the most extraordinary customer experience, and our people are central to us achieving this.  As an employer we are committed to making Selfridges an exciting, inspiring and fun place to work.

Selfridges

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