IT Service Desk Analyst

Harrods; Cold Ash; On-site; GBP 22,000 - 28,000; Full time

Job summary

Harrods is seeking an IT Service Desk Analyst to join our IT team in Thatcham. The role delivers first-line technical support across all Harrods functions, handling hardware, software and devices to ensure timely resolution.

You will own calls end-to-end, log updates, and build knowledge base articles while maintaining strong relationships with users. The ideal candidate has experience with Desktop support, Active Directory, and Office 365, and is comfortable with tools like SCCM, Casper, and

Qualifications

• Experience providing first-line IT support.
• Familiar with Windows OS and Office 365.
• Able to log issues and update knowledge base.

Responsibilities

• Own calls end to end and update tickets.
• Provide on-site and remote IT support to users.
• Identify issues and document KB articles.
• Occasional night shift coverage and flexible approach.

Skills

Desktop support

Active Directory

Microsoft Office 365

Troubleshooting

Customer service

Time management

Communication skills

Tools

SCCM

Casper

VMware VDI

Cisco

Job description

We have an exciting opportunity for an IT Service Desk Analyst to join our IT team here at Harrods. The Service Desk team provide first line technical support to users across all functions of the Harrod business (including Retail, Distribution and Corporate). This involves supporting a comprehensive set of hardware, software and devices so that the team are a one stop shop for all IT support This is an on-site role in Thatcham so we are only accepting applications from candidates based within this area as there will be occasional and night cover shifts. About the Role The role requires taking ownership of issues, service requests and strong technical problem determination skills to ensure that calls are seen through to resolution in the most efficient way.

• Provide technology support and expert technical advice to 4000+ users across the business
• To own calls end to end and record all details and updates, keeping customers updated appropriately ensuring that tickets are being progressed to resolution in a timely manner
• To identify known issues and produce knowledge base articles
• Undertake remote desktop software installations via SCCM and Casper
• Identifying and logging potential IT problems. Prioritisation of work in line with the appropriate service targets
  The ideal candidate will have excellent time-management skills and the ability, and willingness, to multi-task are very important so that the team can be available to support our users whenever required. There is a need to build and foster strong relationships across the IT organisation and Harrods business to provide the best possible support.
• Basic Network Understanding, Cisco preferred
• Previous experience working with Desktop, VMware VDI, terminal servers, thin client, and end user mobile computing (installation, configuration, administration)
• Microsoft Office and Outlook troubleshooting skills
• Active Directory and Android, Windows Phone, iPad and iPhone support
• Clear communication both written and verbal
  Harrods is one of the world's leading luxury department stores and we're becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world's most inspiring shopping experiences.

It is important that you have the following;

Our Promise to You Help us make the impossible possible for our customers and we'll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. Uniquely You Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply. At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.