IT Service Desk Analyst

Harrods; Thatcham; On-site; GBP 26,000 - 36,000; Full time

Job summary

Harrods is seeking an IT Service Desk Analyst to join our IT team in Thatcham. This on-site role provides first-line technical support to 4000+ users across Retail, Distribution and Corporate functions, covering hardware, software and devices.

The ideal candidate will own incidents end to end, troubleshoot effectively, and contribute to knowledge bases, with remote support via SCCM and Casper as needed.

Qualifications

• Strong time-management and multitasking abilities.
• Experience supporting desktop, VMware VDI and mobile devices.
• Troubleshooting Microsoft Office and Outlook.
• Active Directory and mobile OS support.
• Excellent written and verbal communication.

Responsibilities

• Provide technology support to 4000+ users across the business.
• Own calls end to end and log updates, ensuring timely resolution.
• Identify known issues and create knowledge base articles.
• Perform remote desktop installations via SCCM and Casper.
• Identify and log potential IT problems.
• Prioritise work according to service targets.

Skills

Network basics

VMware VDI

End user devices

Office & Outlook

AD & mobile

Clear communication

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.

Job Responsibilities

• 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

About You

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. It is important that you have the following;

• 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

About Us

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.

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.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods

Additional Information:

Time Type: Permanent Department: End User Services 1 (Kevin Attfield) As one of the world’s most prestigious brands, and a highly sought-after employer within luxury retail, we aim to provide a working environment in which we can exceed both our customers’ expectations and the expectations of each other.

To maintain our high standards, we invest as heavily in our people as we do in our products and store.

As well as offering an unforgettable experience for our customers, we offer an exciting, challenging and motivating environment for our employees.

We demonstrate how we value our team through an extensive pay and benefits package, as well as through a number of programmes that reward and recognise employees for exceptional performance.

Our employees can also accelerate their careers through opportunities to work with talented people, development training, and chances to raise their profile in the luxury retail sector.