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Retail Technology Support Specialist

2 months ago

London, Greater London, United Kingdom Selfridges Full time

Retail Technology Support Specialist

Position Overview

The Retail Technology Support Specialist is tasked with managing incoming technical inquiries related to all in-store IT hardware and software challenges, alongside daily on-site support for both front and back office operations. This role serves as the primary contact for internal customers facing technology-related issues or requests, encompassing various devices such as point-of-sale systems, desktops, telecommunication devices, and mobile technology.

Key Responsibilities:

  • Collaborate effectively with other Service Delivery teams to ensure that incidents and challenges are addressed promptly and efficiently.
  • Provide first and second line support for PC, Mac, and in-store hardware issues, as well as second line support for in-store EPOS systems, including mobile devices like iPhones and iPads.
  • Execute daily operational tasks essential for maintaining a stable and reliable technological environment.
  • Analyze trends and root causes to drive necessary improvements or upgrades.
  • Monitor personal performance against service level agreements (SLAs), achieving set metrics for all services while actively pursuing personal development.
  • Enhance first contact resolution rates within the Retail Technology Support team by meeting individual performance targets.
  • Keep internal users informed about the status of reported incidents and service requests.
  • Foster the ability to resolve issues on the first attempt by sharing technical knowledge and creating documentation as needed.
  • Assist in the transition of new services or modifications by adhering to updated processes.
  • Contribute to achieving high customer satisfaction ratings and minimizing escalations by regularly updating users on the progress of their inquiries.

Ideal Candidate Profile:

  • Exceptional customer-focused communication and interpersonal abilities.
  • Strong sense of accountability and commitment to completing tasks.
  • Collaborative team player with a mindset geared towards knowledge sharing.
  • Proficient analytical and decision-making skills, coupled with excellent planning and organizational capabilities.
  • Ability to convey technical information clearly to non-technical stakeholders.
  • Familiarity with MS Exchange Server, Email, Microsoft Outlook, Windows 8.1 and 10, and MacOS 10.13 or later.
  • Experience in software deployment and management using SCCM or Jamf Pro.
  • Knowledge of PC and Mac hardware, including peripheral setup and diagnostics.
  • Basic understanding of printer technologies and troubleshooting skills.
  • Fundamental networking knowledge.
  • Experience with computerized call logging systems.
  • Familiarity with remote control and access technologies.
  • Experience with mobile devices (iPhone, iPad), video conferencing tools, projectors, audio systems, and AppleTV support.

Company: Selfridges