IT Service Desk Analyst

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.

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.

• Provide technology support and expert technical advice to 4000+ users across the business
• 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
• Identify known issues and produce knowledge base articles
• Undertake remote desktop software installations via SCCM and Casper
• Identify and log potential IT problems
• Prioritise work in line with the appropriate service targets

The ideal candidate will have excellent time management skills and the ability, and willingness, to multi task. There is a need to build and foster strong relationships across the IT organisation and Harrods business to provide the best possible support.

• 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

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.

Additional Information: Time Type: Permanent Department: End User Services 1 (Kevin Attfield)