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:
1. Be flexible to work alternative weekends with occasional travel to regional stores and sites.
2. Work collaboratively with other Service Delivery teams to ensure that incidents and problems are efficiently and effectively dealt with.
3. 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.
4. Perform the day-to-day operational tasks necessary to ensure a stable and robust working environment.
5. Identify trends and root causes to support improvements or upgrades as necessary.
6. Drive your own performance against SLA, attaining agreed metrics for all services whilst actively driving personal development.
7. Focus on improving first-time customer fix as part of the In-store Tech team by achieving individual targets.
8. Proactively share technical knowledge, creating new documentation where appropriate.
9. Support the transition of new services or changes by adhering to new/changed processes.
10. 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 and decision-making skills alongside excellent planning and organizational skills.
* Ability to communicate technical information clearly and concisely to non-technical stakeholders.
* Experience of MS Exchange Server, MS Outlook, Windows 10 & 11, and MacOS.
* PC & Mac hardware, peripheral commissioning and setup, alongside diagnostics and fault finding.
* Basic Printer knowledge, Ricoh, HP, Zebra, scanning with troubleshooting skills.
* Basic knowledge of networking.
* Experience working with call logging applications such as ServiceNow or Jira Service Management.
* Experience working with remote control and remote access products.
* Experience with mobile technology (iPhone, iPad), Video Conferencing, Audio Systems.
About the Company
Rewards and benefits
* Flexible working options including 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 options including Maternity, Paternity, Adoption, Surrogacy, and Shared Parental leave policies.
* Defined pension contribution scheme.
* Generous bonus and/or commission scheme.
* Team member discounts, including sale previews and double discount days.
* Local discounts on restaurants, bars, beauticians, and entertainment.
* Subsidised gym memberships.
* Sustainable car salary sacrifice scheme (eligibility dependent).
* Various internal communities focusing on diversity, sustainability, and well-being.
* Confidential team member assistance programme.
* Access to training programmes for career development.
Everyone is welcome at Selfridges. We are committed to diversity and inclusion, providing support throughout the application and interview process. We also celebrate our awards, including being named The World’s Best Department Store four times and recognized as a ‘Best 25 Big Company to Work For 2020’ by The Sunday Times.
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