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For Companies In Store Tech Analyst
Role Responsibility
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 instore 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
The Ideal Candidate
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 10 & 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
Contact Detail:
Selfridges Recruiting Team
