IT Service Desk Analyst

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)