Instore Technology Analyst

2 months ago

LONDON, United Kingdom SELFRIDGES Full time
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

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