Service Desk Analyst
Harrods
Date: 9 hours ago
City: Thatcham
Contract type: Full time
We are currently seeking an IT Service Desk Analyst to join our dynamic IT team at Harrods. This role is primarily based at our Thatcham site and involves providing first-line technical support to users. The position operates on a shift-based rota, including some weekend and Bank Holiday coverage.
About The Role
As an IT Service Desk Analyst, you will take ownership of incidents and service requests, demonstrating strong technical problem-solving skills to drive efficient resolution. You will support a wide range of hardware, software, and devices, acting as a central point of contact for all IT-related support.
Your key responsibilities will include:
You will work 5 out of 7 days, including weekends and occasional Bank Holidays (typically one weekend in five, on a rota).
You’ll ideally have previous experience in a Service Desk environment, with a proven ability to manage major incidents, provide ticket-based support, and offer Mac device support. Strong time management and multi-tasking skills are essential, as is the ability to deliver consistent user support across various locations.
To be successful in this role, you should have:
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.
Our Promise to You
Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.
Uniquely You
Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.
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 follow us on Instagram @togetherharrods
About The Role
As an IT Service Desk Analyst, you will take ownership of incidents and service requests, demonstrating strong technical problem-solving skills to drive efficient resolution. You will support a wide range of hardware, software, and devices, acting as a central point of contact for all IT-related support.
Your key responsibilities will include:
- Providing technical support through multiple channels: face-to-face, email, phone, and the IT ticketing system
- Logging and identifying potential IT issues, prioritising tasks according to service-level agreements (SLAs)
- Performing device build and configuration in line with Harrods’ policies and standards
- Managing the transfer of IT assets between Harrods sites and third-party locations
- Ensuring asset tracking and compliance with Harrods’ IT asset management policy
You will work 5 out of 7 days, including weekends and occasional Bank Holidays (typically one weekend in five, on a rota).
- Weekday Shifts (Mon–Fri): 08:00–16:30 / 09:00–17:30 / 11:30–20:00 (rotated) / 20:00–08:00
- Saturday Shifts: 09:00–17:30 / 11:30–20:00 / 20:00–08:00
- Sunday Shifts: 09:00–17:30 / 10:00–18:30 / 20:00–08:00
You’ll ideally have previous experience in a Service Desk environment, with a proven ability to manage major incidents, provide ticket-based support, and offer Mac device support. Strong time management and multi-tasking skills are essential, as is the ability to deliver consistent user support across various locations.
To be successful in this role, you should have:
- Microsoft Certified Professional qualification (or equivalent)
- Strong stakeholder management and interpersonal skills
- Excellent written and verbal communication
- A proactive, customer-focused approach with a desire to build strong relationships across the IT team and wider Harrods business
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.
Our Promise to You
Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.
Uniquely You
Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.
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 follow us on Instagram @togetherharrods
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Sales Development Representative
Support Revolution,
Thatcham
3 days ago
Are you ready to take ownership of your own territory and make your mark alongside experienced enterprise sales pros? If so, this opportunity is for you!__________________________________________________________________________________________About the role:We’re looking for a driven and curious Sales Development Representative who is ready to go beyond the dial list and take real control of their pipeline. In this role, you’ll work strategically with...
Enterprise Client Success Manager
Support Revolution,
Thatcham
2 weeks ago
This isn’t just another client success role. This is your chance to take ownership of some of the most exciting enterprise accounts across EMEA and make a measurable impact every single day._________________________________________________________________________________About the role:As an Enterprise Client Success Manager at Support Revolution, you will be the heartbeat of our client relationships. You’ll dive deep into their world, understand their pain...
Road Marking Operative Apprentice
Wilson and Scott (Highways) Ltd,
Thatcham
2 weeks ago
Kickstart your career in a hands-on, outdoor environment with one of the UK’s leading road marking contractors.Wilson & Scott is offering an exciting opportunity to train as a fully qualified Road Marking Operative through a 2-year, paid Specialist applied train via a Specialist Applied-skills Programme — learning on the job while earning a recognised NVQ Level 2 qualification.What You’ll Do...
