Join to apply for the In Store Tech Analyst role at Selfridges
The role involves hardware and software related issues with day-to-day on-site front and back-office support. This is an internal customer facing role whereby you will be the first point of contact and support for on-site end user technology issues or requests (including tills, desktops, phones and mobile devices as well as end user software).
Responsibilities
* Be flexible 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 in-store 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
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
Rewards and benefits
* 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
* Family leave that suits your setup 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 to Wellbeings, championing healthy minds, bodies and routines
* Workplace Options, our confidential team member assistance programme
* Access to a wide range of training programmes to help your career development
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 stand by equal opportunities for all.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Sales and Business Development
Industries
* Retail
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 are committed to cultivating a diverse and inclusive working culture and equal opportunities for all.
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