Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide first-line technical support and manage IT incidents at Harrods.
- Company: Join Harrods, a luxury department store known for top designers and exceptional shopping experiences.
- Benefits: Enjoy flexible working, 25 days’ holiday, birthday off, and up to 33% in-store discount.
- Why this job: Be part of a dynamic team, develop your skills, and contribute to a renowned brand.
- Qualifications: Previous Service Desk experience, Microsoft Certified Professional qualification, and strong communication skills required.
- Other info: Shift-based role with opportunities for growth and a diverse, inclusive culture.
The predicted salary is between 30000 - 42000 £ per year.
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, software, 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. In return for your hard work, you’ll benefit from a competitive salary and an excellent benefits package, including a company pension, flexible working, 25 days’ holiday and your birthday off, up to 33% in-store discount and a travel season ticket loan.
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 (Amek Ebele)
IT Service Desk Analyst employer: Harrods
Contact Detail:
Harrods Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific IT systems and tools used at Harrods. Research their ticketing system and any common hardware or software they support, as this knowledge will help you stand out during interviews.
✨Tip Number 2
Demonstrate your problem-solving skills by preparing examples of past incidents you've managed. Be ready to discuss how you prioritised tasks and resolved issues efficiently, as this is crucial for the role.
✨Tip Number 3
Showcase your customer service skills by highlighting experiences where you’ve built strong relationships with users. This role requires a proactive approach, so be prepared to explain how you ensure user satisfaction.
✨Tip Number 4
Since the position involves shift work, express your flexibility and willingness to work weekends and Bank Holidays. Mention any previous experience in similar environments to reassure them of your adaptability.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in a Service Desk environment. Emphasise your technical skills, such as familiarity with hardware and software, and any qualifications like Microsoft Certified Professional.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving abilities and customer-focused approach. Mention specific examples of how you've successfully managed incidents or provided support in previous roles.
Highlight Communication Skills: Since the role requires excellent written and verbal communication, ensure you demonstrate these skills in your application. Use clear and concise language, and consider including examples of how you've effectively communicated with stakeholders in the past.
Show Enthusiasm for the Role: Express your passion for IT support and your desire to contribute to Harrods' mission. Mention why you are excited about the opportunity to work in a luxury retail environment and how you can help enhance the customer experience.
How to prepare for a job interview at Harrods
✨Showcase Your Technical Skills
Be prepared to discuss your technical knowledge and experience, especially in areas like ticket-based support and Mac device management. Highlight specific examples where you've successfully resolved issues or improved processes.
✨Demonstrate Strong Communication
Since the role involves interacting with users through various channels, practice clear and concise communication. Be ready to explain technical concepts in a way that non-technical users can understand.
✨Emphasise Time Management Abilities
Given the shift-based nature of the job, illustrate your time management skills. Share experiences where you effectively prioritised tasks under pressure, ensuring SLAs were met while maintaining high-quality support.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to troubleshoot an issue or manage a major incident, demonstrating your proactive approach and customer focus.