IT Support Analyst

The IT team aim to provide a service worthy of a 5

• luxury brand which means we are impeccable in delivering our activities with the highest levels of customer service. The position includes 1st and 2nd Line support of end user hardware and software as well as back-end infrastructure and applications. The role requires the individual to be flexible to work from our head office at Knightsbridge as needed and will be required to provide cover as needed across the week. As IT Support Analyst you will:
• Provide 1st and 2nd Line support and triage to end users via multiple channels (telephone, tickets, etc).
• Management of physical assets to meet SLA's. This includes imaging devices, packing, and shipping.
• Support end user hardware / software - Desktop and Laptop PCs running Windows 11; Apple Macs and iPhones; Printers; Microsoft Office (365 and local) and other applications.
• Troubleshoot incidents on Windows servers, on-site networking equipment and other critical infrastructure
• Triage and resolve issues on Point of Sale (POS) devices, back-office ERP, CRM and Web applications
• Creation and management of user accounts in various systems
• Carry out agreed operational checks and procedures
• Liaise with multiple third-party support providers on incidents and requests
• Actively assist in the delivery of departmental projects
• Contribute to creation and maintenance of the IT Knowledge Base articles
• Be on the on-call rota for out of hours support
  
  We are looking for individuals who embrace diversity, love a challenge, are passionate about luxury retail and are looking for something uniquely different.
• Related HND or Degree in Computing / IT or equivalent
• Technical hardware and software troubleshooting skills
• Understanding of ticket logging and updating
• Customer Service
• ITIL v4 Foundation knowledge or certification (desired)
• Highly motivated and responsible
• Willingness to learn from others and self-study
• Excellent communication skills (written, verbal and listening)
• Ability to remain calm whilst delivering to stringent deadlines
• Excellent organisational skills
• Good time management skills
  
  Luxury department store, Harvey Nichols, is searching for an IT Support Analyst to join its thriving IT department in our Head Office in London - Knightsbridge. Our culture is based on inclusivity; we embrace diversity. Whoever you are, Harvey Nichols has a place for you.
How we reward your hard work… At Harvey Nichols, we champion career development and are passionate about our people. We will do all we can to support your journey and career path with us. Alongside this you will have access to a world of amazing benefits such as.
• Up to 40% off fashion
• Up to 40% off hospitality, foodmarket and hampers
• 30% off beauty and perfumery, wine and spirits
• Clothing allowance
You will also have access to charity days, a season ticket/bike loan; learning and development opportunities; to our Employee Assistance Program - Retail Trust and recognition schemes and the opportunity to join one of our employee groups - Wellbeing, Diversity & Inclusion and Sustainability. These are just some of the reasons people join and stay!