In Store Tech Analyst

Hardware and software related issues with the day to day on-site front and back-office support requirements. This is an internal customer facing role whereby you will be the first point of contact and support 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).

You will:

Be flexibility to work alternative weekends with occasional travel to regional stores and sites

Work collaboratively with other Service Delivery teams to ensure that incidents and problems are efficiently and effectively dealt with

Provide 1st & 2nd line support for PC, Mac and store hardware issues and provide 2nd line support for in-store EPOS systems mobile devices including iPhones and iPads

Perform the day-to-day operational tasks necessary to ensure a stable and robust working environment

Identify trends and root causes to support improvements or upgrades as necessary

Drive your own performance against SLA, attaining agreed metrics for all services whilst actively driving personal development

Focus on improving first time customer fix as part of the Instore Tech team by achieving individual targets

Proactively share technical knowledge, creating new documentation where appropriate

Support the transition of new services or changes by adhering to new/changes in process

Support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress

Excellent customer-centric communication and interpersonal skills

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

Excellent team working mindset; knowledge sharing and collaborative team working

Strong analytical skills and decision-making skills alongside excellent planning and organisational skills

Ability to communicate technical information in a clear and concise manner to non-technical stakeholders

Experience of MS Exchange Server, MS Outlook and Windows & 11 and MacOS

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

Basic Printer knowledge, Ricoh, HP, Zebra, scanning with troubleshooting skills

Basic knowledge of networking

Experience of working with call logging applications such as Service Now or Jira Service Management

Experience working with remote control and remote access products

Experience of mobile technology (iPhone, iPad), Video Conferencing, Audio System

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…

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…