IT Support Analyst

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As a Senior In Store Tech Analyst, you will be part of a technical in store team handling incidents, requests, and problems of a more technical nature that get passed on from the Service Desk Analysts, or other in-store tech analysts that are not as experienced.  You will be working on a variety of different applications, systems and hardware that require attention to detail and a pragmatic approach to identifying where things are going wrong and how to resolve the issue, across all lays of technology.

a bit about the role

As a Senior In Store Tech Analyst, you will:

Be responsible for enhanced incident and request management that Service Desk Analysts / In-store Tech Analysts cannot resolve and investigate further to identify root cause across multiple store applications and systems

Help Coordinate and validate Major Incidents that impact in-store systems / teams and direct discussions around resolution options or workarounds, engaging in technical conversations with internal and 3rd party resolver groups to resolve.

Responsible for ensuring Incidents and Requests are resolved within SLA or suitable workarounds have been found. Accountable for problem management, creating Problem tickets where needed and passing them onto the right resolver group.  Working closely with the resolver groups and Technical Operational Managers to ensure priority problems are escalated and resolved in a timely manner based on business impact and tend analysis.

Responsible for keeping knowledge bases up to date and accurate, always thinking about continuous improvement plans.  Driving first time fixes back into the right places and ensuring new projects are transitioned into the Team correctly and smoothly.

Accountable for carrying out enhanced end user compute tasks, fixes and maintenance such as office365 administration, Laptop builds and fixes through the use of build images, managing deployments of software through SCCM, Asset management - keeping it up to date and relevant, and VIP EUC management.

Be responsible for the smooth operation for all IT systems within our stores and point of escalation for our store teams should there be an issue that is impacting the business.  As this is a customer facing role, building up good relationships is key, knowing how the business operates and what systems are critical to that operation is vital to this role.

Working 5 out of 7 days per week with possible on-call responsibilities, including weekends and the ability to travel to other stores should the need arise to ensure the right level of support is given to all stores and supporting the in-store tech analysts.

A bit about you

The ideal candidate:

Tenacious and demonstrate a high level of attention to detail with a can do approach to get to the root cause of incidents / requests / problems quickly

Not afraid to take ownership of complex issues, share your knowledge and work collaboratively with other areas of the business.

Have a good technical understanding and experience of supporting in store systems and networks including Wifi, switches, LAN - taking on some of the responsibility of these areas, Telephony systems, POS Application Systems, spotting trends, coming up with creative ways to work around incidents, following our change control process and executing those changes, and want to further progress your technical knowledge.

Able to multitask, show flexibility and prioritise your own workload through excellent planning and organisational skills.

Able to communicate technical / complex issues in a clear way that is easy to understand for non technical users.

Experience of VIP Support and the associated pressures and urgency

Self motivated and proactive.

Technically capable of picking up difficult issues/problems and seeing them through to the end.

Wanting to continually learn and develop your technical skills.

Think customer first at all times

Leading by example by living out our values here at Selfridges.

A bit about us 

Our Creative Spirit 

We are more than a shop.?We are a social space where culture and commerce collide to release?an energy that?we call the Selfridges spirit.?We are here to make our world brighter, and everyone is welcome. 

Our Awards Cabinet 

We're not ones to brag, but since you asked...Selfridges has won the award for The World's Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020' as awarded by The Sunday Times.

Our Future 

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham - alongside selfridges.com and the Selfridges App - continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences. 

Everyone is welcome

We are committed to a diverse and inclusive working culture, and we see this as key to our success and our working culture. Here at Selfridges, everyone is welcome - irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all. We are diverse, we are inclusive, we are Selfridges.

The Fun Stuff? 

There are lots of reasons to be excited about joining Team Selfridges - from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year. 

Other benefits and rewards include:

Generous bonus and/or commission scheme 

Discounted gym memberships 

Pension contributions  

Annual travel pass and cycle to work schemes 

Up to five paid volunteering days

Access to a wide range of training programmes to help your career development