IT Technical Service Desk Analyst

The IT Service Desk Analyst will assume 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. At all times you will provide a world class service that is tailored to the needs of our IT customers and maintain outstanding customer service and attention to detail to ensure that we offer robust & reliable solutions to our IT users. Everything you do should be in line with Harrods’ core values so that it aligns the expectation of our internal customers.

 About Us

Harrods’ IT comprises technologies that provide services to support our luxury store in Knightsbridge, Crown Court offices, Hammersmith Head Office, Trevor Square and TVDC Thatcham Distribution sites, Harrods’ Airport stores, Harrods Estates offices, satellite offices and remote workers. The IT services are supported by a mix of in-house technology teams and 3rd party technology partners.

The Service Desk team provides first line technical support to users across all functions of the Harrods 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.

About You

You'll have a technical skill set to support and provide expert technical advice to 4000 + IT users across the business. You will liaise with users face to face, over email, telephone, and through the IT ticketing tool. Your job will entail detailed recording of incidents and work requests in the Service Management Tool, Service-Now (prior knowledge desirable), as well as identify and logging potential IT problems. Prioritisation of work in line with the appropriate service targets is required.

You will have experience of owning calls end to end , and keeping customers updated appropriately throughout, ensuring that tickets are being progressed to resolution in a timely manner. You will also undertake remote desktop software installations via SCCM and Casper.

This role is office based in our Head office in Hammersmith and will require you to work 5 of 7 days on a rota basis which will include weekend. We do also allow for Hybrid home working at weekends, and on late shifts.

Our Promise to You

If you are looking to take the next step in your career with a dedication to maintenance in an environment unlike any other, this role will open doors for you. We offer great pathway opportunities to develop your career as a specialist and expand your career horizons.

More immediately, you will benefit from an excellent benefits package, including a company pension, up to 33% in-store discount and a season ticket loan.

Uniquely you

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 Instagram.