In Store Tech Analyst in Manchester

Overview

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).

Responsibilities

• Be flexible 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.

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.

About The Company

Rewards and benefits

• 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.

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 visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.

To ensure everyone feels welcome, we offer support at every stage of the application and interview process. Should you need it, please let your recruitment contact know and they will be more than happy to help.

Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times.