Service Desk Analyst

Harrods; Thatcham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A luxury retailer in Thatcham is seeking an IT Service Desk Analyst to provide first-line technical support. This role includes managing incidents, supporting hardware, and working in a shift-based environment. Candidates should have technical support experience and a Microsoft certification. Strong communication skills and customer focus are essential for success in this position.

Qualifications

• Previous experience in a Service Desk environment.
• Ability to manage major incidents and provide ticket-based support.
• Experience with Mac device support.

Responsibilities

• Provide technical support through multiple channels.
• Log and identify potential IT issues according to SLAs.
• Perform device build and configuration.
• Manage transfer of IT assets between sites.
• Ensure asset tracking and compliance.

Skills

Technical support

Time management

Multi-tasking

Stakeholder management

Excellent communication

Education

Microsoft Certified Professional qualification

Job description

We are currently seeking an IT Service Desk Analyst to join our dynamic IT team at Harrods. This role is primarily based at our Thatcham site and involves providing first-line technical support to users. The position operates on a shift-based rota, including some weekend and Bank Holiday coverage.

About the Role

As an IT Service Desk Analyst, you will take ownership of incidents and service requests, demonstrating strong technical problem-solving skills to drive efficient resolution. You will support a wide range of hardware,, and devices, acting as a central point of contact for all IT-related support.

Your key responsibilities will include :

• Providing technical support through multiple channels: face-to-face, email, phone, and the IT ticketing system
• Logging and identifying potential IT issues, prioritising tasks according to service-level agreements (SLAs)
• Performing device build and configuration in line with Harrods’ policies and standards
• Managing the transfer of IT assets between Harrods sites and third-party locations
• Ensuring asset tracking and compliance with Harrods’ IT asset management policy

Shift Details

You will work 5 out of 7 days, including weekends and occasional Bank Holidays (typically one weekend in five, on a rota).

Weekday Shifts (Mon–Fri):

• 08 : 00–16 : 30 / 09 : 00–17 : 30 / 11 :30–20 : 00 (rotated) / 20 : 00–08 : 00

Saturday Shifts:

• 09 : 00–17 : 30 / 11 : 30–20 : 00 / 20 : 00–08 : 00

Sunday Shifts:

• 09 : 00–17 : 30 / 10 : 00–18 : 30 / 20 : 00–08 : 00

About You

You’ll ideally have previous experience in a Service Desk environment, with a proven ability to manage major incidents, provide ticket-based support, and offer Mac device support. Strong time management and multi-tasking skills are essential, as is the ability to deliver consistent user support across various locations.

To be successful in this role, you should have:

• Microsoft Certified Professional qualification (or equivalent)
• Strong stakeholder management and interpersonal skills
• Excellent written and verbal communication
• A proactive, customer-focused approach with a desire to build strong relationships across the IT team and wider Harrods business

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