Instore Technology Analyst

Job Introduction

The In-store Tech Analyst role will have the responsibility of handling of inbound technical calls for all in store IT hardware and software related issues with the day to day on-site front and back office support requirements at Selfridges Stores. This is a technical internal customer facing role whereby you will be the 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).

As the In-Store Tech Analyst you will: 

• Work collaboratively with other Service Delivery teams to ensure that incidents and problems are efficiently and effectively dealt with
• Be the 1st & 2nd line support of PC, Mac and store hardware issues and the 2nd line support of instore EPOS systems alongside 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
• Identify trends and root cause in driving improvements or upgrades as necessary
• Drive your own performance against SLA, attaining agreed metrics for all services whilst actively driving personal development
• Drive improved first time customer fix within the In-store Tech team by the achievement of individual targets
• Provide IS users with updates on the status of raised incidents and service requests
• Increase the ability to resolve 1st time fix issues across the service desk team by proactively sharing technical knowledge, creating new documentation where appropriate
• Support the transition of new services or service changes by adhering to new process changes or amendments
• 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 share, collaborative mindset
• Strong analytical skills and decision-making skills alongside excellent planning and organisation
• Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
• 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 alongside PC & Mac Diagnostics and fault finding
• Basic Printer knowledge, Ricoh, HP, Zebra,  /scanning troubleshooting skills
• Basic knowledge of networking skills
• Experience of a computerised call logging application
• Remote control and remote access product sets
• Experience with mobile technology (iPhone, iPad), Video Conferencing, Projectors, TV, Audio Systems, AppleTV support

Selfridges