Computer Support Analyst

A bit about the role

AREAS OF RESPONSIBILITY:

• We are looking for a Computer Service Support Analyst on a full-time basis (required to work every weekend and 3 week days, per week)
• This is a technical internal customer facing role, responsible for the handling of inbound technical calls for all Front of House IT hardware and software related issues.
• Responsible for the delivery of the day to day on-site front and back office support requirements at Selfridges Stores.
• 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).
• Work collaboratively with other Service Delivery teams to ensure that incidents and problems are efficiently and effectively dealt with.
• 1^st & 2^nd line support of PC and Mac issues
• 2^nd line support of instore EPOS systems.
• IT Liaison with Senior Store Management person.
• 2^nd line support for 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.
• Effective ownership and communication of open service impacting issues.
• Continue learning and training, keeping abreast of developments and innovation within their field
• Provide support and coaching as required to other team members less experienced in the nominated technical and / or functional areas.
• Implement the effective and timely transfer of support issues from 2^nd line to 1^st line or 3^rd line as appropriate.
• Identify trends and root cause in driving improvements or upgrades as necessary.
• Delivery of own performance against SLA, attaining agreed metrics for all services.
• Participation in IT projects and ensure capability to support changes post go live.
• Participation in all areas of ITIL processes, both reactive and proactive, to ensure a seamless service Compliance with business and IS quality management, risk management, security policies and procedures
• Occasional travel to regional stores and sites.
• Deliver own performance in-order to achieve / exceed agreed individual targets.
• Ensure SLA targets are met by following Incident Management and Escalation processes.
• Actively own and drive personal development and career planning
• Drive improved first time customer fix within the Front of House team by the achievement of individual targets.
• Provide IS users with updates on the status of raised incidents and service requests.
• To increase the ability to resolve issues across the service desk team by proactively sharing technical knowledge, creating new documentation where appropriate.
• To actively reduce the number of incidents into the both Service Desk and Front of House Team by highlighting incident trends and potential problems.
• To support the transition of new services or service changes by adhering to new process changes or amendments.
• To support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress
• To share information on trends/new issues/increases, proactively contributing to continuous service improvement through identification of process improvements and problem prevention;
• Ensuring that all activities are performed at a consistently high standard with minimal risk to the Selfridges & Co. and Brown Thomas business and that opportunities to improve services and processes are identified and actioned.

A bit about you

KEY COMPETENCIES:

• Excellent understanding of service delivery processes
• Experience of VIP Support and the associated pressures and urgency
• Providing a personal service to VIP’s off site and in personal spaces.
• Experience in a similar role Proven track record of customer satisfaction
• Operational support experience
• ITIL awareness
• Strong Customer Service Skills
• Process and Procedure experience (development and implementation)
• Experience of operating with a high level of autonomy
• MS Office 2010, 2013 & 265
• 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
• Strong Printing skills, Ricoh, HP /scanning troubleshooting skills
• PC & Mac Diagnostics and fault finding.
• Basic Networking Skills including patching,
• Virus management and Cleanup.
• Experience of a computerised call logging application
• Remote control and remote access product sets
• Mobile technology (iPhone, iPad)
• EPOS and retail Till systems
• PED / PDQ Experience
• Video Conferencing
• Projectors, TV, Audio Systems, AppleTV
• Experience in a similar role
• Experience of working in a fast paced and creative retail environment

DESIRABLE PRODUCT KNOWLEDGE:

• Windows Defender
• Symantec antivirus.
• General knowledge of Windows applications
• Adobe Creative Cloud suite, Photoshop.
• Vectorworks
• SketchUp
• Parallels.
• Preferably knowledge of one or more of the following: Autocad, Hyperion/essbase, Ghost, Coda,
• Malware and Virus cleanup tools
• Skilled in problem diagnosis and resolution
• Excellent communication and interpersonal skills
• Customer focused
• Strong sense of ownership and ability to follow tasks through to completion
• Strong analytical skills and decision-making skills
• Excellent planning and organisation skills
• Logical Approach to Problem Solving
• Dealing with unexpected issues with little preparation.
• Technical Front of House experience in a fast moving, complex IT Department.
• Knowledge of ITIL v3 and experience of working in an IT operations environment
• CompTIA A+ desired.
• CompTIA N+ desired.
• Cisco qualifications desired.
• Substantial  experience in a similar role
• Experience of working in a fast paced and creative retail environment
• MS Office
• Lotus Notes or Microsoft mail
• Windows XP Client or later
• Thin Client technology
• PC hardware, peripheral commissioning and setup
• Networking Skills including TCP/IP, switches, patching, etc.
• Mobile technology
• User account administration experience
• Experiences of websites, use of documentation and processes
• Ability to multitask and work on own initiatives
• Strong customer service skills and excellent telephone manner.
• Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
• Excellent problem solving skills
• Strong written and verbal communication skills
• Good Team Player
• Experience with development of new processes and procedure.
• Advanced troubleshooting skills
• Experience in a similar role
• Experience of working in a fast paced and creative retail environment