In-Store Tech Analyst - job 1 of 2

Role Responsibility

The In-store Tech Analyst role will have the responsibility of handling of inbound technical calls for all in store IT hardware and software related issues with the day to day on-site front and back office support requirements at Selfridges Stores. This is a technical internal customer facing role whereby you will be the first point of contact and support for any issues relating to on-site end user technology issues or requests (including tills, desktops, phones and mobile devices as well as end user software).

• The role is a full-time permanent position that will require flexibility to work alternative monthly weekends and occasional travel to regional stores and sites.

• As the In-Store Tech 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 IS 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

The Ideal Candidate

• Excellent customer-centric communication and interpersonal skills

• Strong sense of ownership and ability to follow tasks through to completion

• Excellent team working mindset; knowledge share, collaborative mindset

• Strong analytical skills 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

• Windows 8.1 and 10

• MacOS 10.13+

• Software deployment and management via SCCM / Jamf Pro

• PC & Mac hardware, peripheral commissioning and setup alongside PC & Mac Diagnostics and fault finding

• Basic Printer knowledge, Ricoh, HP, Zebra, /scanning troubleshooting skills

• Basic knowledge of networking skills

• Experience of a computerised call logging application

• Remote control and remote access product sets

• Experience with mobile technology (iPhone, iPad), Video Conferencing, Projectors, TV, Audio Systems, AppleTV support

Selfridges uses competency and strength style questions at the interview stage. Support is available at every stage of the process should you need it.

About the Company

Rewards and benefits

Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary.

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies

• Defined pension contribution scheme

• Generous bonus and/or commission scheme

• Enviable team member discount including sale previews and double discount days

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment

• Subsidised gym memberships

• A sustainable car salary sacrifice scheme (subject to eligibility criteria)

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance

• Access to a wide range of training programmes to help your career development

Read on to find out how you can play your part in Reinventing Retail…

Everyone is welcome

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.

Our awards cabinet

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times.

Selfridges