End User Support Technician

End User Support Technician

Here at Harrods, we work with a wide network of in-house technology teams and third-party partners, supporting a diverse range of areas including Retail, Distribution, Corporate functions, and remote workers. As an End User Support Technician, you will be joining a dedicated and supportive IT team, playing a vital role in ensuring a seamless and reliable technology experience for all users across the business.

The End User Support Technician, reporting to the End User Support Manager, plays a key role in delivering IT services across Harrods' diverse operations, including the Knightsbridge store, Head Office, distribution centre, airports, estates offices, satellite locations, and remote workers. These services are supported by both in-house teams and third-party technology partners. The Front Office team acts as a single point of contact for technical support, covering a wide range of hardware, software, and devices across retail, distribution, and corporate functions.

The role demands ownership of incidents and service requests, with strong technical problem-solving skills to ensure issues are resolved efficiently and reliably. Providing world-class, tailored service is central to the role, requiring attention to detail, robust solutions, and a commitment to customer satisfaction. Success in this position depends on excellent time-management, organisational skills, continuous learning, and a strong team-oriented mindset.

You will be a proactive and customer-focused End User Support Technician who takes pride in delivering exceptional IT support across the Harrods business. In this role, you will combine strong technical knowledge with outstanding communication skills to ensure users receive a seamless technology experience. You will demonstrate professionalism, attention to detail, and a collaborative approach, working closely with colleagues, third-party partners, and stakeholders to maintain reliable, efficient, and world-class IT services.

Primary Support Activities:

• You will provide technology support and expert technical advice to 4,000+ users across the business.
• You will resolve incidents and service requests to meet KPIs and SLAs consistently.
• You will liaise with users face-to-face, over email, telephone, and through the IT ticketing tool.
• You will promote adherence to correct processes and procedures.
• You will ensure IT equipment is tracked at all times, complying with Harrods' asset and stock management policies.
• You will oversee equipment repairs using internal resources and third-party suppliers.
• You will resolve complaints, escalations, or conflicts professionally and constructively.
• You will assist with the coordination and support of planned office moves.
• You will carry out preventative and continual service improvement initiatives to deliver the best support to business users.

• You will engage proactively with Tier 1 & 3 resolver groups to ensure optimal performance.
• You will support the management of third-party providers.
• You will work closely with the Service Desk to ensure effective resolution of incidents and service requests.
• You will collaborate with Service Management teams to represent Front Office support within governance and procedures.
• You will occasionally assist with specialist VIP and executive support for key stakeholders.
• You will frequently work from main sites and occasionally visit other Harrods stores and properties.

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.

Help us make the impossible possible for our customers and we'll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

In return you'll receive an excellent benefits package, including a company pension, flexible working, 22 days' holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants), and a season ticket loan.

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.