Support Analyst

Chiswick, West London   |  Head Office

Role Type
Full Time
Salary Overview
Competitive Basic Salary and Excellent Benefits
Competitive Salary
Expiry Date


The Support Analyst role requires an exciting team player who relishes responsibility, is technically savvy and is ambitious to expand in the Digital space. The role involves 2nd and 3rd line application, hardware and software support, and maintenance, monitoring and operating of systems deployed within Harvey Nichols. The IT team aim to provide a service worthy of a 5* luxury brand which means we are impeccable in delivering our activities with the highest levels of customer service.  This role forms part of a focal point for incident and problem resolution, feedback suggestions and ideas that aim to improve the user experience and perception of IT operations.

What you'll be doing: 

  • Provide 2nd and in some cases 3rd line support for desktop hardware, Cisco phones, Windows platforms, Retail ERP/CRM, software applications and Apple desktop/phone products
  • Incident response, providing accurate and timely updates to support tickets, managing issues and problems to resolution
  • Complete operational checks and procedures as and when required
  • Confidently administer day-to-day business issues with third party suppliers
  • Provision, update and manage user accounts as required
  • Actively assist in the delivery of departmental projects
  • Collate and relay feedback from business as to the usability, performance and perception of business systems and processes.  Make recommendations for changes based on this feedback; maintain an understanding of user perceptions of key systems at all times
  • Develop, suggest and maintain changes to operational procedures with a view to improving the efficiency and stability of deployed systems
  • Collate, maintain and share knowledge with effective documentation, communication and collaboration

About your experience: 

  • Technical hardware and software troubleshooting and problem resolution
  • Ticket management methodologies and processes
  • Impeccable Customer service
  • Operational processes and procedures
  • Certification - ITIL v3 Foundation (desirable)

A bit about you: 

  • Dedicated and conscientious attitude with high levels of resilience
  • Ability to remain calm whilst delivering to stringent deadlines
  • Willingness to learn independently and within a close team environment
  • Excellent organisational skills.
  • Excellent listening, high standard of oral and written communication skills
  • Ability to multitask while being master of your workload and commitments
  • A natural relationship builder
  • Excellent communication skills (written, verbal and listening)

All your hard work, rewarded:

Our colleagues are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:

  • Very generous staff discount with up to 60% off Fashion and 30% off Beauty 
  • Heavily subsidised travelcard zones 1-6 following probationary period 
  • Seasonal staff parties and team events


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