Instore Technology Analyst

Selfridges & Co; City of Westminster; On-site; GBP 34,000 - 46,000; Full time

Job summary

Selfridges & Co seeks an In-Store Technology Analyst to support store and head office IT hardware/software on site in London. You will resolve issues via the service management platform, install and maintain end-user devices, and provide remote support for regional sites.

The role requires flexibility to work late shifts, weekends, and bank holidays, with occasional travel to regional stores. Strong customer-facing skills and technical communication are essential.

Qualifications

• Excellent customer-centric communication and interpersonal skills.
• Ability to follow tasks through to completion.
• Able to work in a dynamic team and share knowledge.
• Strong analytical and decision-making skills with good planning.
• Ability to explain technical information to non-technical stakeholders.
• Familiarity with Windows 10/11 and macOS 10.13+.
• Experience with ITSM tools and remote support tools.

Responsibilities

• Provide first & second line support for PC, Mac and store hardware and EPOS systems.
• Resolve incidents and problems raised via the service management platform.
• Maintain a stable, robust on-site IT environment through day-to-day tasks.
• Identify trends and root causes to drive improvements.
• Meet SLA targets and communicate progress to users.

Skills

Customer service

Ownership

Team collaboration

Analytical thinking

Communication with non-technical

Windows/MacOS familiarity

MS Exchange familiarity

SCCM/Intune knowledge

Printer/EPOS hardware knowledge

ITSM tooling

Mobile device experience

Tools

SCCM/Intune

Job description

The following content displays a map of the jobs location - London

The In-Store Technology Analyst role has the responsibility of investigating and resolving technical issues raised through the service management platform, for all in store and head office IT hardware and software. Working daily on site in our stores/offices, the IST Analyst is the physical touch point to our users, as well as the remote support for users in other locations. The IST team are responsible for the installation, maintenance and problem resolution for all on-site end user technology, fulfilling hardware supply, installation, removals and break fix requests. (End User Compute, EPOS, Printers, mobile devices, etc.).

The role is a full-time permanent position based in our London store, covering our store hours of operation. The role will require flexibility to work late shifts, weekends and Bank Holidays on a rotational basis, as well as occasional travel to regional stores and sites.

As the In-Store Technology Analyst, you will:

• Work collaboratively with other Service Delivery teams to ensure that incidents and problems are efficiently and effectively dealt with
• Be the 1st & 2nd line support of PC, Mac and store hardware issues and the 2nd line support of instore EPOS systems alongside 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
• Identify trends and root cause in driving improvements or upgrades as necessary
• Drive your own performance against SLA, attaining agreed metrics for all services whilst actively driving personal development
• Drive improved first time customer fix within the In-Store Tech team by the achievement of individual targets
• Provide In Store and Head Office users with updates on the status of raised incidents and service requests
• Increase the ability to resolve 1st time fix issues across the service desk team by proactively sharing technical knowledge, creating new documentation where appropriate
• Support the transition of new services or service changes by adhering to new process changes or amendments
• Support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress.

You’ll have:

• Excellent customer-centric communication and interpersonal skills
• Strong sense of ownership and ability to follow tasks through to completion
• Able to thrive as part of a dynamic team, sharing skills and knowledge with peers
• Strong analytical and decision-making skills, alongside excellent planning and organisation
• Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.
• Familiarity of MS Exchange Server, Email and Microsoft Outlook
• Comfortable with Windows 10,11 and MacOS 10.13+ operating systems
• Software deployment and management via SCCM / Intune
• PC & Mac hardware, peripheral commissioning and setup alongside PC & Mac Diagnostics and fault finding
• Basic printer troubleshooting skills, knowledge of Ricoh printing /scanning desirable
• Experience using an IT Service Management tool.
• Remote control and remote access product set.
• Experience with mobile technology (iPhone, iPad), Video Conferencing, Projectors, TV, Audio Systems.

If you’re looking to make a real impact to our store, head office colleagues and customers, from a technical perspective, this is a brilliant opportunity to join a passionate, close-knit team, keen on making a difference.