IT Support Specialist

Something Extraordinary Every Day™

As our IT Support Specialist, you will be the member of the local Village IT Service Desk team. In this role, you will provide critical 1st and 2nd line IT support within the Village, while delivering a high level of customer service.

What you will be doing

• Reviewing and addressing all inquiries to the global IT Service Desk Management tool (ServiceNow), as well as inquiries that may be reported to you directly.
• Ensuring all incidents & service requests reported are logged in the IT ServiceNow.
• Undertaking the initial diagnosis, categorization and prioritization of all incidents and service requests, and performing first line resolution, where applicable.
• Escalating unresolved incidents to internal resolver teams and 3rd party suppliers.
• Keeping end customers notified and informed in a timely manner on the status and progress of incidents and requests.
• Proactively monitoring ticket queues within ServiceNow to ensure all tickets are updated and resolved within the defined service level agreement (SLA) and ensuring the IT Manager and Service Desk Team Leader are notified of SLA failures.
• Publishing knowledge articles and other documentation/procedures and provide staff training, if required.
• Adhering to Service Desk code of conduct, processes and procedures.
• Providing administrative support, including reporting, raising purchase orders and receipting goods and services.
• Performing any other tasks assigned by the IT Manager, UK-based Service Desk Team Leader or Service Delivery Managers.
• Other related administrative duties and physical labor, including, but not limited to: inspecting and testing Company-owned equipment, running cables, maintenance of leased equipment and managing employee on-boarding and off-boarding tasks.

What makes you special

Every colleague is an entrepreneur at heart and this drives our organizational culture, which values invention, innovation and risk taking. To be successful with us, you’ll have:

• ITIL Foundation Level or equivalent skills knowledge; Microsoft Certified IT Professional (MCITP) would be advantageous
• Prior experience in a Service Desk environment.
• Strong knowledge of Microsoft based OS, particularly Windows 10 OS and Office 365.
• Experience in network troubleshooting with WAN, LAN, VoIP (CISCO), Video and Audio conferencing.
• Experience in using and troubleshooting Outlook within a network environment.
• Experience supporting and administering Android and iOS devices.
• Knowledge and experience supporting MAC OS related operating systems and related hardware.
• Experience in administering remote access software e.g., LogMeIn.
• Basic knowledge of User & Security Group Active Directory administration.
• Good knowledge of industry best practices and methodologies.
• Strong organization and prioritization skills.
• Able to work as a team and also work independently with minimal supervision.
• Flexible, approachable and customer oriented; ability to work well across all levels of an organization, with the ability to adapt to different communication styles globally.
• Solution-oriented and demonstrates a ‘can do’ positive attitude and a ‘1st time right’ mentality
• Flexibility to work weekends and holidays on a rotational and/or on-call basis.
• Ability to climb a ladder, lift up to 50 lbs. and crawl.
• Fluency in English; any additional languages would be beneficial

There’s no one quite like us

The Bicester Collection are the worlds’ leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.

Our Vision is to be the best shopping destination in the world. Our Mission is to make the lives of others better - our brands, our guests, our people and our communities. Our Brand Promise is to offer something extraordinary every day. Our Five Values are the glue that bind us together and allows us to lead ahead:

• Authenticity - Always do the right thing
• Innovation - Think outside of the box
• Passion - Do what you love and love what you do!
• Critical Thinking - Challenge the obvious
• Vision - Be mission driven always

Why we’re exceptional

The key to our success is the quality and commitment of our people. To work in one of the teams at any of the Villages is to play an active role in redefining both the art and the science of retail. This creates a dynamic approach that underpins our ability to anticipate future trends in a fast-changing world. In return for your Authenticity, Critical Thinking, Innovation, Passion and Vision, you’ll receive a generous salary and we’ll also reward you by:

Looking after you: You’re entitled to 35 days of time off plus holidays and five sick days. We provide an amazing benefits' package including medical, dental, vision, flexible spending accounts, life insurance, generous short- and long-term disability. We also offer a generous 401(k) match, Employee Assistance Program, and additional ancillary benefits.

Treating you: We offer a very generous employee referral bonus.

Championing you: You’ll be working within a creative and collaborative environment like no other, with the opportunity to develop your professional and personal skills while advancing your career.

Come and live your story with us

The key to our success is the quality and commitment of our people. The Bicester Collection is made up of 1,200 colleagues of 50 nationalities. We are diverse in background, age, experience and leadership style. We believe that an inclusive workforce makes magic happen, and with this in mind we welcome everyone - regardless of age, gender identity, race, sexual orientation, physical or mental ability or ethnicity - to be a part of our family. We are offering a fantastic opportunity for a professional and commercially focused individual to join us. We have huge ambition for what we can achieve together and we want to have fun!

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Belmont Park Village is an Equal Opportunity Employer and does not discriminate based on the basis of actual or perceived age, race, creed, color, national origin, sexual orientation, gender identity or expression, military status, sex, disability, predisposing genetic characteristics, familial status, marital status, or status as a victim of domestic violence, arrest record or conviction record, or sincerely held practice of religion or any other characteristic protected by federal, state, local, or other law (“Protected Characteristics”).