Instore Technology Analyst

Selfridges; City of Westminster; On-site; GBP 40,000 - 55,000; Full time

Job summary

Selfridges is hiring an In-Store Technology Analyst to resolve hardware and EPOS issues both on-site in our London store and remotely for head office users. The role emphasizes first- and second-line support for PC, Mac, printers, and mobile devices, with a focus on rapid incident resolution and knowledge sharing.

You will work with the Service Delivery teams to maintain a stable end-user compute environment, deploy updates, and ensure effective communication with store staff and regional teams.

Qualifications

• Experience delivering user-focused IT support in retail or office environments.
• Familiarity with Windows/Mac operating systems, Exchange and Outlook.
• Knowledge of device management tools (SCCM/Intune) and remote support concepts.

Responsibilities

• Provide 1st/2nd line support for PC, Mac and store hardware issues.
• Support in-store EPOS systems and mobile devices (iPhone/iPad).
• Collaborate with service delivery teams to resolve incidents efficiently.
• Update users on incident status and maintain documentation.
• Assist in deployment, maintenance, and upgrades of on-site tech.

Skills

Customer-focused communication

Ownership mindset

Analytical skills

Team collaboration

Planning & organisation

Technical communication

Tools

SCCM/Intune

MS Exchange Server

Outlook

Windows 10/11

macOS 10.13+

Ricoh printers

iPhone/iPad support

Video conferencing

Projectors/TV audio systems

Job description

Job IntroductionThe 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 skillsStrong sense of ownership and ability to follow tasks through to completionAble to thrive as part of a dynamic team, sharing skills and knowledge with peersStrong analytical and decision-making skills, alongside excellent planning and organisationAbility to communicate technical information in a clear and understandable manner to non-technical stakeholders.Familiarity of MS Exchange Server, Email and Microsoft OutlookComfortable with Windows 10,11 and MacOS 10.13+ operating systemsSoftware deployment and management via SCCM / IntunePC & 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.SelfridgesSalary Competitive plus benefits AnnuallyJob Reference selfridges/TP/236299/7205Contract Type PermanentClosing Date 11 October, 2026Job Category ITLocation London, United Kingdom 24 September, 2026