In Store Tech Analyst - Apprenticeship

IT Apprenticeship

Apprenticeships allow Team Members to combine work and study by mixing on-the-job training with classroom learning. Through an apprenticeship, an apprentice will gain the technical knowledge, practical experience and wider skills and behaviours that they need for their immediate job and future career.

Off- the-job training:

•6 hours of your working week will go towards your apprenticeship which will include attending workshops, reviews, independent study. The rest of your week will be where you carry our your day-to-day role, gain practical experience and implement what you have learnt on your apprenticeship.

Duration:

•The duration of this apprenticeship is 18 months, including end point assessment.

Qualification level:

•On completion you will receive a nationally recognised qualification in IT. This is a level 3 apprenticeship which is equivalent to A Levels.

Eligibility:

To complete an apprenticeship a learner must be:

•Able to demonstrate an increase in current skill level from the selected apprenticeship

•Not be in full time education

•Not taking part in any other government funded programme

•No overlap with a previous qualification

•Not self employed

•Have been ordinarily resident in the United Kingdom for at least the previous three years before the start of the programme or have obtained either pre-settled or settled status under the EU Settlement Scheme

Entry Requirement:

•There is a minimum requirement for Maths and English that Team Members will have to achieve as part of the apprenticeship unless they can give evidence of GCSE Maths and English A-C or equivalent.

Job Description

The In-store Tech Analyst role will have the responsibility of handling of inbound technical calls for all in store IT hardware and software related issues with the day to day on-site front and back office support requirements at Selfridges Stores. This is a technical internal customer facing role whereby you will be the first point of contact and support for 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).

As the In-Store Tech Analyst you will:

• Work collaboratively with other Service Delivery teams to ensure that incidents and problems are efficiently and effectively dealt with
• Be the 1st & 2nd line support of PC, Mac and store hardware issues and the 2nd line support of instore EPOS systems alongside iPhones, iPads and other mobile devices
• Ensure the day to day operational tasks that are necessary to provide a stable and robust environment are performed
• Identify trends and root cause in driving improvements or upgrades as necessary
• Drive your own performance against SLA, attaining agreed metrics for all services whilst actively driving personal development
• Drive improved first time customer fix within the In-store Tech team by the achievement of individual targets
• Provide IS users with updates on the status of raised incidents and service requests
• Increase the ability to resolve 1st time fix issues across the service desk team by proactively sharing technical knowledge, creating new documentation where appropriate
• Support the transition of new services or service changes by adhering to new process changes or amendments
• 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 share, collaborative mindset
• Strong analytical skills and decision-making skills alongside excellent planning and organisation
• Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
• Familiarity of MS Exchange Server, Email and Microsoft Outlook, Windows 8.1 and 10, MacOS 10.13+
• Software deployment and management via SCCM / Jamf Pro
• PC & Mac hardware, peripheral commissioning and setup alongside PC & Mac Diagnostics and fault finding
• Basic Printer knowledge, Ricoh, HP, Zebra, /scanning troubleshooting skills
• Basic knowledge of networking skills
• Experience of a computerised call logging application
• Remote control and remote access product sets
• Experience with mobile technology (iPhone, iPad), Video Conferencing, Projectors, TV, Audio Systems, AppleTV support