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 US

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.

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

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 busines