Computer Support Analyst

The job has expired.

Job Reference: selfridges/TP/40/809
Number of Positions: 1
Contract Type: Permanent
Salary: Competitive salary
Working Hours: 37.5
Closing Date: 20/05/2019
Job Category: Retail
Region / Division: Manchester - Trafford
Location: Manchester

Know 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.
  • 1st & 2nd line support of PC and Mac issues
  • 2nd line support of instore EPOS systems.
  • IT Liaison with Senior Store Management person.
  • 2nd 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 2nd line to 1st line or 3rd 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.

Know What We're Looking For

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