ICT Technical Support Analyst
Skypath Ltd
London, GB
6d ago

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

    User Support

  • 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

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