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2nd Line Support - Chanel

London, UK
Salary 217 null
Closing date
4 Oct 2022
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2nd Line Support - Chanel

Join us as a 2nd Line Technical Support with Capita

(Mayfair, Full-time, Permanent)

Capita are currently working with a luxuryretail brand to recruit a number of 2nd Line Supports to join their ever-growing IT team to support their user base of approx. 1,600 UK and Ireland users. The team supports 250+ sites which are a mix of offices, VIP building and boutiques. This is a brilliant opportunity to work alongside a world-renowned luxuryretail brand to ensure they are maintaining their high level of customer service.

The Role of 2nd Line Technical Support

To provide 2nd line technical support to internal employees, assisting them with problems via phone, email or onsite visits with professionalism and efficiency, maintaining a high degree of customer service.


  • Provide exceptional Customer service support to the business either face to face or verbally escalating to the Service Desk Manager where necessary
  • Work towards achieving SLA targets for the service disciplines (incident and request)
  • Ticket management, providing clear and regular updates on progress of assigned tickets through to closure
  • Ensure operational procedures are adhered to and, where appropriate offer recommendations for possible improvements/enhancements
  • Knowledge management ??? Creation of simple knowledge articles and imparting knowledge to colleagues
  • Supporting meeting rooms and AV equipment
  • Support of Office 365 applications
  • Laptop and mobile device build and deployments
  • Supporting end users on both hardware and software applications
  • Ensuring all logs for equipment (asset management) and users are maintained
  • Work with a variety of business and technical teams to enhance service


Desirable Skills;

  • Good knowledge of O365 applications and Azure
  • AV/Teleconferencing experience
  • Imaging/configuring laptops and iDevices
  • Good understanding of PC hardware and software set-up and configuration
  • Be able to articulate technical knowledge to non-technical people ??? sharing knowledge
  • Experience interacting with Senior Execs/Board Level Stakeholders
  • Strong soft skills ??? communication, articulation, conflict management
  • Experience of working in the luxury fashion industry would be beneficial
  • ITIL v3 Foundation Level



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