Support Analyst Apprentice

24, Britton Street, London, EC1M 5UA
£14,625.00 annually
11 Apr 2019
21 May 2019
Role Type
Apprenticeship, Higher
Start Date
Providing operational and technical support to Kurt Geiger colleagues and assisting the Senior Support Analyst and SDM in the effective running of the department.

Your duties and responsibilities in this role will consist of:
  • Provide expert assistance to Kurt Geiger employees, troubleshooting, diagnosing and resolving complex issues.
  • Work closely with Infrastructure, Development and Ecomm teams
  • Monitor, triage and manage assigned and unassigned tickets, ensuring timely updates and resolution within agreed SLA where defined
  • Provide support for queries and issues that arrive via email, phone and walk-ups and ensure a ticket log is recorded
  • Work closely with third party suppliers and service providers to ensure prompt resolution of incidents and requests.
  • Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.
  • Process starters, leavers and amendments in a timely manner and within SLA where defined
  • Identify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology or improved processes.
  • Contribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met

Technical Support
  • Build, configure and install hardware, software and networks for users, stores and offices.
  • Monitor, respond and escalate business affecting system events such as disk usage, network outages, servers down, security breaches.
  • Use current security software and systems to ensure a safe technical environment for KG systems and its users.

  • Create documentation for new processes/procedures and systems as appropriate.
  • Ensure all equipment is audited and asset tracked
  • Maintain knowledge base support documents to assist with continued support and training.
  • Work with the SDM to continuously improve the systems, processes and running of the Support Desk.
  • Comply with and advise on Kurt Geiger Technology standards.
  • Comply with and advise on security procedures and processes as published by the Information Security Manager

  • Assist in identifying and implementing knowledge and process improvement across the support team
  • Share ideas and knowledge with members of the team, mutually supporting them in their role and continued development at KG.
  • Participate in the weekly shift rota.
  • Participate in OOH on-call weekend rota.

  • Some out of hours work is expected, including weekends.
  • Some travel is expected, including store visits across the UK and abroad.
  • Ensure desk and IT build and storage areas are kept tidy and operational
  • Comply with Kurt Geiger Health and Safety requirements

Technical Environment
  • Retail-J POS (Aptos in 2018)
  • Meraki MDM
  • Mitel Phone Systems
  • Windows 7/10
  • Microsoft Office
  • Active Directory 2003/8
  • Exchange 2010
  • Citrix Desktop
  • Backup Exec
  • Mobile device configuration and management - ios - android

Undertake any other ad hoc duties in order to support the Information Systems Department in the delivery of services to KG.

Requirements and prospects

Desired skills

  • Ability to multi-task whilst under pressure
  • Excellent written and verbal communication skills

Personal qualities

  • Excellent customer service
  • Demonstrate excellent problem solving skills and solution identification
  • Ability to work on their own initiative with minimal supervision

Desired qualifications

  • 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Future prospects

The role offers long term security and the opportunity to progress into a permanent position.

  • Competitive basic salary
  • Pension and life assurance
  • Enviable discounts

If you're successful, you will work for a business which recognises that amazing people are the key to driving our business forward and fulfil our vision of being the world's leading multi-channel retailer of luxury branded shoes and accessories. We are a fast-paced business where no two days are the same, so you will need to be adaptable; but we will reward your hard-work, commitment and loyalty with a fantastic benefits package and very real opportunities for progression.

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