IT Helpdesk and Support Retail
2 dagen geleden

Your role :

We’re in business to save our home planet.

Your role will contribute to this mission by effectively supporting Patagonia Europe’s retail end-users for any IT related issues and inquiries.

This function contributes to the continuous improvement of the IT services and infrastructure for the Retail end-users.

The scope of the position involves technical aspects related to, but not restricted to : computers, printers, telephones, telecommunication, network, applications, interfaces and licenses.

Key accountabilities : IT Helpdesk

IT Helpdesk

  • Be the first point of contact for the Retail end-users of Patagonia in Europe who require IT assistance.
  • Empower Retail end-users to log IT incidents, requests and changes in the service management tool.
  • Provide local and remote Level 1 support of Retail end-users.
  • Keep Retail users informed as to the status of open tickets.
  • Monitor status of tickets and follow-up with Level 2 technical / functional support or third-parties when needed.
  • Provide first level security checks and ensure proper use of corporate systems in line with company standards.
  • IT Support

  • Provide operational IT support for the Retail users for Patagonia Europe.
  • This includes the backoffice and the POS systems, the video-sound equipment system, the traffic counter, Internet, WiFi, security, etc.

  • Coordinating activities of our partners such as Pinnaca (RetailPro), POS Service (IT Technical support), Notice (Sound equipment), ShopperTrak (Traffic counter), etc.
  • Act as a first point of contact for facility management related questions which are not dealt locally, buildings changes, electricity, fire & safety regulation changes, etc.
  • Responsible for the on-time resolution of IT incidents and service requests, the documentation of IT procedures, IT onboarding of users, and the continuous improvement of the IT services and infrastructure.
  • Contribute to the root cause analysis of recurring incidents or events.
  • Pre-requisites :

    In order to succeed in this role, it is expected that you will have :

  • Minimum 2 years of experience in IT Helpdesk (incident management) and IT support (problem management).
  • Experience in a Retail organization is a plus.
  • Excellent customer service skills, in person, on the phone and in writing.
  • Good interpersonal skills, able to work at any level in the organization and within a multicultural and multilocation environment, also remotely.
  • Fluent in English, other languages are a plus.
  • Excellent working knowledge of PC desktop software and applications including : Windows, Office and MS Exchange.
  • Ability to set-up a user workspace by installing a docking station, screen and connecting cables.
  • Good understanding of Cloud-based computing, like Microsoft Azure or Amazon Web Services.
  • Strong organizational skills and attention to detail.
  • Comfortable with team-based work structure; demonstrates flexibility on the job.
  • Employee Conduct

    It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-

    workers, customers and vendors.

    Please make sure that your CV and cover letter are in English.

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