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 many lives, generations, cultures and stories pass through our doors, our mission remains unchanged: to serve the needs and aspirations of our customers, to create new stories and bring moments of delight. Whomever they are and wherever they come from, our customers can always expect to be treated with grace, courtesy, and care. #TogetherHarrods
Open since 1834 by Charles Henry Harrod and now owned by Qatar Holding Authority, we are truly unique - a house of maisons, a modern atelier, a workshop of wonders, a convener, patron and celebrator of the world’s finest. Known around the world as one of the great luxury emporiums, we offer a transformative experience to customers who know that true value of exceptional goods and services lies beyond price. We are committed to excellence and artistry, inspired to reinvent and surprise, ensuring our position as a leader in the category.
Our people are our strength - their unique personalities and their desire to exceed expectations are what enables us to make the impossible possible for our customers.
Our customers are at the heart of our success. They’re the reason we exist, and we never forget it. And we’re always looking for new exceptional people who want to connect to them, to delight them and to become part of our story.
