Analyst (Workplace Technologies & End User Computing)

at  Pentland Brands

24 September 2024
Job ID: 2073
Farringdon, London
Global Technology & Security Operations
Permanent - Full Time
We’re Pentland Brands; a dynamic, global family business, and proud owners and licensees of many iconic active and footwear brands. With a community of over 1,300 team members worldwide, we embrace diversity and inclusion, and champion growth and development. Our success is built on teamwork, courage, innovation, and an unwavering commitment to excellence.

WHAT’S THE MISSION FOR THIS ROLE?

The role of the Analyst (Workplace Technologies & End User Computing) is primarily to provide technical support to the broader business, predominately in the desktop support space. The successful candidate will demonstrate a sound working knowledge of the toolsets and processes required to effectively provide remote and local support to all levels of the organisation. In addition, knowledge of the fundamentals of networking, platform and audio-visual technologies will be required.

AS OUR ANALYST, YOU WILL BE RESPONSIBLE FOR:

1st/2nd Line Support for incoming issues, logging and triaging depending on impact to revenue or consumer experience. Focus on extending reach to provide 2nd line support for certain applications.
Working with the global IT team, provide customer focussed support to the broader business in the day-to-day support of the desktop-based hardware and software.
Evaluation and resolution of issues, ensuring that problems are logged and resolved within the respective SLA’s; actions and solutions are communicated back to the customer using non-technical language.
Experience of VIP support in a family-owned organisation and flexible as to the requirements and requests of family members which could include weekend calls and home visits on short notice.
Able to demonstrate positive attitude - go the extra mile, committed, willing to take on challenges and has a can-do mind-set.

WHAT DO I BRING TO THE ROLE?

You just might be our next superstar if you have the following skills and experience:
Ability to build and maintain relationships with internal and external teams and clients.
Excellent communication skills, both oral and written, with the ability to communicate across all levels of the business.
A good team contributor, working with the other members of the Service Delivery/Pentland IT team.
Well organised and able to prioritise, communicate and manage expectations with various levels of stakeholders.
Able to work independently, with a confident, assertive and customer focused outlook.
Committed to having a continuous improvement mind-set that spans people, processes, technologies and own self.
Able to demonstrate positive attitude - go the extra mile, committed, willing to take on challenges and has a can-do mind-set.
Knowledge of ITIL processes desirable.
We want you to live our company principles, bringing a strong consumer focus, while always looking for ways to improve and grow in your role. Take ownership of your work and be proactive in solving problems whilst communicating openly and treating everyone with respect and kindness. And, of course, let your creativity shine by bringing your unique style and individuality to the Pentland Brands Team.