Job IntroductionThe In-Store Technology Analyst role has the responsibility of investigating and resolving technical issues raised through the service management platform, for all in store and head office IT hardware and software. Working daily on site in our stores/offices, the IST Analyst is the physical touch point to our users, as well as the remote support for users in other locations. The IST team are responsible for the installation, maintenance and problem resolution for all on-site end user technology, fulfilling hardware supply, installation, removals and break fix requests. (End User Compute, EPOS, Printers, mobile devices, etc.).The role is a full-time permanent position based in our London store, covering our store hours of operation. The role will require flexibility to work late shifts, weekends and Bank Holidays on a rotational basis, as well as occasional travel to regional stores and sites.As the In-Store Technology 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 In Store and Head Office 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.You'll have:Excellent customer-centric communication and interpersonal skillsStrong sense of ownership and ability to follow tasks through to completionAble to thrive as part of a dynamic team, sharing skills and knowledge with peersStrong analytical and decision-making skills, alongside excellent planning and organisationAbility to communicate technical information in a clear and understandable manner to non-technical stakeholders.Familiarity of MS Exchange Server, Email and Microsoft OutlookComfortable with Windows 10,11 and MacOS 10.13+ operating systemsSoftware deployment and management via SCCM / IntunePC & Mac hardware, peripheral commissioning and setup alongside PC & Mac Diagnostics and fault finding Basic printer troubleshooting skills, knowledge of Ricoh printing /scanning desirable Experience using an IT Service Management tool.Remote control and remote access product set.Experience with mobile technology (iPhone, iPad), Video Conferencing, Projectors, TV, Audio Systems.If you’re looking to make a real impact to our store, head office colleagues and customers, from a technical perspective, this is a brilliant opportunity to join a passionate, close-knit team, keen on making a difference.SelfridgesSalary Competitive plus benefits AnnuallyJob Reference selfridges/TP/236299/7205Contract Type PermanentClosing Date 11 October, 2026Job Category ITLocation London, United Kingdom 24 September, 2026 #J-18808-Ljbffr
Instore Technology Analyst in City of Westminster employer: Selfridges
As a Workforce Scheduler at our company, you will thrive in a dynamic and supportive work environment that prioritises employee well-being and professional growth. We offer comprehensive training, flexible working arrangements, and a culture that values collaboration and innovation, ensuring you have the tools and opportunities to excel in your role. Located in a vibrant area, our workplace fosters a sense of community, making it an excellent choice for those seeking meaningful and rewarding employment.
