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    IT Support Analyst - London, United Kingdom - Kurt Geiger

    Kurt Geiger
    Kurt Geiger London, United Kingdom

    2 weeks ago

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    Description
    We Are OneAt Kurt Geiger we celebrate individuality, believing our differences make us more powerful as a collective.

    Diversity, equality and inclusion are at the core of who we are and we strive to reflect this in every corner of our company culture, starting with the promotion of equal opportunities.

    We are committed to creating an inclusive workplace where everyone is granted the opportunity to thrive as their authentic self.

    We're looking for a Support Analyst to join the team.

    The role will have a primary focus on the following:
    Provide expert hardware support and service to KG colleagues and Teams across the Retail estate, Head Office, and Warehouse.
    Monitor, triage and manage assigned and unassigned tickets, ensuring timely updates and resolution within the agreed SLA where defined.
    Support queries and issues that arrive via email, phone and walk-ins and ensure a ticket log is recorded.
    Work closely with third-party suppliers and service providers to promptly resolve incidents and requests.

    Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.

    Process starters, leavers, and amendments promptly and within SLA where definedIdentify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.

    Contribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.
    Field support stores and workspaces in the UK and abroad.
    Management of SaaS and PaaS applicationsFirst-line support troubleshooting POS queriesAbout the role: Hybrid working (Working from home, office and potential travel involved)

    The Skills:
    Experience in a similar role supporting over 200+ users.

    Strong technical skills in Windows 10, Apple OS, Azure AD, AD, Group Policies, Microsoft/ Office 365, Azure Virtual DesktopWindows imaging and deploymentCisco Meraki MDM and SDWANUnderstanding basic Networking TCP IP/ UDP, DNS, VPNs, VLANsAndroid and Apple mobile devices deploymentUnderstanding of EPOS technology/ PEDs/PDQs/Tills - advantageous if experienced with SaaS POS solutions.

    PCI / P2PE - advantageous but not essentialJamf ExperienceA driving License is advantageous but not essential.
    Understanding of Windows servers and AWSTechnicalBuild, configure and install hardware, software and networks for users, stores, and offices.
    Monitor, respond and escalate business-affecting system events such as disk usage, network outages, servers down, and security breaches.
    Use current security software and systems to ensure a safe technical environment for KG systems and their users.
    Compliance Create documentation for new processes/procedures and systems as appropriate.
    Ensure all equipment is audited and asset tracked.
    Maintain knowledge base support documents to assist with continued support and training.
    Work with the SDMs to continuously improve the systems, processes and running of the Support Desk.
    Comply with and advise on Kurt Geiger Technology standards.

    Comply with and advise on security procedures and processes as published by the Information Security ManagerBenefitsCompetitive basic salaryPension and life assuranceGym DiscountsRetailtrust supportEnviable discountsHarrods DiscountMonthly half day Friday'sSummer HoursSample SalesAnd so much moreIf you're successful, you will work for a business which recognises that amazing people are the key to driving our business forward and fulfil our vision of being the world's leading multi-channel retailer of luxury branded shoes and accessories.

    We are a fast-paced business where no two days are the same, so you will need to be adaptable; but we will reward your hard-work, commitment and loyalty with a fantastic benefits package and very real opportunities for progression.


    We Are One:
    For Love | For Diversity | For Change | For Equality | For Kindness | For Freedom | Against Racism
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