Retail Support Analyst

Created: 22-04-2021

Deadline: 29-04-2021

Category: IT

Location: Baltimore, Maryland

The Retail Support Analyst will provide local IT Support for NAM stores and IT equipment in collaboration with IT Service Desk and Retail Support teams.

Essential Functions:

  • Ensure a high standard of IT Support for the stores – ensuring incidents are resolved or routed to correct resolved groups in Pandora or partners
  • Excellent management of all hardware (stock, asset management, replacements, installations, lifecycle, etc.)
  • Build and update knowledge articles and training materials for the store users and the global service desk
  • Continuously analyse and strive to improve the support services our partners deliver to our stores
  • Competent with staging tasks (deployment, troubleshooting, repairs)
  • Competent with installing and configuring computer hardware, software, systems, networks, printers and scanners.
  • Administrating local small-scale IT-vendor contact
  • Partner with vendors to assist in Store activities (e.g. Store opening, refit, closure, etc.) when relevant
  • Collaborate and support the Pandora IT Project Management Team on local IT projects
  • Be the local anchor point for Pandora Retail IT in the cluster
  • Act as communication channel for Pandora IT to connect with local users
  • Assist in operations of local service providers – such as Print, telephony, AV support, local software, etc.
  • Review and accurately code local invoices for Pandora IT

Something About You:

  • 1-3 years of experience with a bachelor’s degree or related certification
  • Extensive experience as an IT Support Analyst within a Retail, fashion or FMCG industry (offering retail and office support)
  • You will have a technical background or education – preferably within Computing & IT
  • Experience and understanding of IT systems within a Retail and office environment
  • ITIL Certification preferred
  • Good knowledge of Active Directory and Office365 services
  • Strong analytical skills, excellent attention to detail and the ability to manage large sets of data and present results in a simple manner
  • Experience working within a global organization, working with remote teams and managers
  • Ability to support and advise users both in person and via long distance communication channels
  • Excellent relationship-building skills with strong vendor management experience
  • Commercial awareness of new IT trends within Retail industry
  • Ability to collaborate cross-functionally and multiskilling

Travel Required: less than 10 days per year

If you are interested in this position, please send your resume to

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