Job Description :
ICT Technical Support Analyst Retail London
Our client is at the top of the retail sector for offering high-end toiletries across the globe and is recruiting for an ICT Support Analyst with expertise in ticketing systems , 2nd / 3rd line support, Office365, Exchange, Active Directory, Zendesk, NetSuite (or similar ERP) etc .
to work in their head office in Central London.
Languages : Fluent in French or German and English
Purpose of the Role :
To manage the support of critical ICT operational of company’s offices and across all signature stores and counters in Europe.
To keep software up to date and to ensure global software standards are maintained.
To take a proactive role in the development of existing systems and new retail developments at both Head Office and Retail Locations as guided by the global ICT function.
To materially contribute to administrative efficiencies and the implementation of new processes as required.
To work and manage external ICT vendors as required.
Essential Skills : Responsibilities
Deliver friendly, courteous, patient, timely and outstanding service to all company’s staff.
Maintain status records of support tasks undertaken via the centralised helpdesk system.
On occasion be available to accept and action requests made via email or mobile outside of normal business hours.
Be available to work flexible hours on occasion as directed by business needs.
Assist the global ICT Operations Manager and other ICT team members to
Provide ICT support for all staff in Europe.
Troubleshoot user issues & problems
Coordinate additional support from established external vendors where company’s resources are inadequate or where onsite support is needed and remote support cannot be facilitated effectively.
Procure and install systems and equipment for new office staff and at new retail locations.
Ensure the security and integrity of office and retail ICT systems and data.
Maintain building access and security processes for staff
Adhere to global ICT standards, procedures and governance
Monitor and enforce global ICT security and access policies within the organisation
Facilitate strong communication between the Europe office and retail locations establishing relationships with key staff.
Log in remotely to distributed locations to perform support duties
Technical Skills :
Azure Active Directory
Excellent Knowledge of Microsoft systems and Office 365
Good knowledge of Network Trouble shooting skills Cisco Meraki
Experience in Point of Sale and retail Cegid / RetailPro
Apple Mac knowledge
Incident Management Zendesk
Computer Hardware and Software and Communications Equipment Procurement, Installation, Maintenance
Assist the management to
Procure ICT hardware, software, other equipment as guided by regional management or the global ICT function.
Perform installation of hardware and software for new and existing computers and other ICT equipment
Maintain an accurate hardware and software asset register
Research, test and evaluate industry trends and new software.
Perform upgrades and necessary configuration changes as directed
Liaise with established ICT vendors as necessary during day-to-day tasks.
Monitor performance of existing systems and equipment and recommend improvements
Monitor and perform necessary backup and disaster recovery procedures to ensure business continuity
Reporting & Documentation
Maintain a detailed support log through the established ICT helpdesk system, provide monthly reporting for review by global Head of ICT.
Assist in the preparation and development of reports for key business functions particularly retail reports and time reporting.
Ensure ICT documentation and procedures are maintained and kept relevant and up to date
Maintain and contribute to the ICT knowledge base
Team Involvement and Support
Assist in maintaining harmonious work place relationships by openly and effectively communicating with other employees.
Be an active team member by demonstrating a willingness to help and support others.
Provide leadership and support in all technical areas.
Foster positive relations between the ICT support function and other business areas.
Job Location : London GB