In Store Tech Analyst
Role Responsibility
Hardware and software related issues with the day to day on-site front and back-office support requirements. This is an internal customer facing role whereby you will be the first point of contact and support 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).
You will:
Be flexibility to work alternative weekends with occasional travel to regional stores and sites
Work collaboratively with other Service Delivery teams to ensure that incidents and problems are efficiently and effectively dealt with
Provide 1st & 2nd line support for PC, Mac and store hardware issues and provide 2nd line support for instore EPOS systems mobile devices including iPhones and iPads
Perform the day-to-day operational tasks necessary to ensure a stable and robust working environment
Identify trends and root causes to support improvements or upgrades as necessary
Drive your own performance against SLA, attaining agreed metrics for all services whilst actively driving personal development
Focus on improving first time customer fix as part of the Instore Tech team by achieving individual targets
Proactively share technical knowledge, creating new documentation where appropriate
Support the transition of new services or changes by adhering to new/changes in process
Support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress
The Ideal Candidate
Excellent customer-centric communication and interpersonal skills
Strong sense of ownership and ability to follow tasks through to completion
Excellent team working mindset; knowledge sharing and collaborative team working
Strong analytical skills and decision-making skills alongside excellent planning and organisational skills
Ability to communicate technical information in a clear and concise 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 troubleshooting skills
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 your part 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 support at every stage of the application and interview process. Should you need it, please let your recruitment contact know and they will be more than happy to help.
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 The Sunday Times.
Selfridges