Onsite Support Analyst

Onsite Support Analyst, Pandora EMEA

Do you want to work and be a part of the world’s leading jewellery company? Do you want to gain valuable insights into how an Onsite IT Support Function can help all employees be enabled to complete their work on a day to day basis, by ensuring that their IT needs are provided for? And do you want to broaden your experience by working with colleagues at all levels of the organisation? If yes, then look no further!

Providing operational IT support to colleagues across the organisation

As an Onsite Support Analyst within the Global Digital & Tech (D&T) Onsite Support Team, you will join the in-place Support Team in their daily efforts of providing operational Onsite IT Support to all functions within the office location.

You will be part of the team responsible for providing users across all levels of the business with IT operational Support & Service to allow them to complete their daily work. The role is designed to complement the existing team to provide a timely, structured and knowledgeable service towards users for their end user technology IT Support queries.

It offers a great opportunity to experience a wide scope of IT operational Support duties required when supporting a diverse & varied user community within a Global Office environment. Alongside to this, you will gain exposure & an opportunity to develop knowledge across best practice IT processes, operational frameworks & a variety of system experience, all of which are key skills needed to help ensure customer service focused IT Support is to be provided to all business colleagues.

This position offers a great opportunity to experience a wide scope of IT operational Support duties required when supporting a diverse & varied user community within an office environment. In addition to this, you will gain exposure & an opportunity to develop knowledge across best practice IT processes, operational frameworks, and a variety of system experience, all of which are key skills needed to help ensure customer service focused IT Support is to be provided to all business colleagues.

Your Role as an Onsite Support Analyst:

• Provide Onsite IT Support for Office Employees and all Onsite Equipment within assigned Location (ie. incl. but not limited to Laptops, Desktop, Workstations, MACs, Printers, AV, Scanners, Mobile Phones, Tablets etc.) > Diagnose and solve IT hardware/software faults.
• Provide On-Site Hardware & Software IT Support (L1.5) - collaborating with the Service-Desk (L1) when cases cannot / should not be solved remotely for IT & Core Application issues & engaging with wider D&T Team as needed.
• Fix technical issues remotely for remote colleagues, or if necessary, organize onsite third-party Vendor support.
• Support Operating System and software deployments, upgrades and license administration (Mac & PC) - working in conjunction with wider Pandora D&T Teams (such as Service-Desk, DWS & Global Licensing Team).
• Installing and configuring computer hardware, software, systems, networks, printers and scanners – (incl. ‘hands-on’ server room activities where needed).
• Provide support towards management & operations of local IT Services provided – such as Print, Telephony, AV Support (Audio Visual), local Software, etc.
• Provides support towards troubleshooting of local site network & Infrastructure issues > working with specialist Pandora D&T Support Teams as required.
• Investigate and resolve COTS application errors, data discrepancies and queries - (ie. specific Pandora Application Support will be location dependent).
• Assist Pandora IT PMO Function on local IT projects.
• Support Business communication (Change Mgmt) > for Office related changes.
• Participates in local Technical Acceptance Testing before moving changes into production, when working in collaboration with PMO.
• Support of Mac OSx platform & associated Hardware & Mgmt Tooling (where applicable).

Craft your career with us if you have:

• 3-5 years working within Desktop / EUS Support (L1.5) Environment supporting multi-site user locations across various IT Hardware Services (Desktop / Laptop / Printer / Video- Conference AV setup, etc.) & IT Software Services (Windows O/S, MS O365 Suite / SharePoint / MS Teams, etc.).
• Experience of working within an IT Operational environment utilizing ITSM Toolsets for effective & timely handling of all Incidents & Service Requests (including knowledge of Incident Lifecyle processes).
• Demonstration of relevant role specific / industry qualifications.
• Experience of working within a large, corporate Office Environment.
• Experience of working for a Global Organization.
• Ideally ITIL V3 / V4 Foundation Certified.

Our Benefits:

• We Dare! We offer robust compensation package including base and bonus, a 401K plan to help you secure your financial future. 
• We Care! Pandora offers extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D, anniversary gift cards, recognition program and product discounts! 
• We Dream! Pandora is fostering growth and crafting opportunities to support the business needs which learning and development programs, continuous feedback, LinkedIn learning, tuition reimbursement and more. 
• We Deliver! PTO Package including: Vacation, Personal, Sick, Birthday, Celebration days and Paid Holidays

Your new team 

The Global D&T Onsite Support Team work to provide an effective end-user IT Support service towards all ~1100+ colleagues within Pandora Global Head Office environment. The team is a key function within the wider D&T Digital Workplace Department in providing an efficient and knowledgeable service to the business. This role will complement the existing team, and will report (remotely) to the Onsite Support Manager, while working alongside an extended team of colleagues who provide similar services towards all Pandora Office Locations across EMEA.

Additional information

This role is based in the Pandora Global Office in Copenhagen, Denmark.

Did we get your attention?

If you see yourself in the position and would like to become a part of Pandora’s future, please do not hesitate to apply. We are an international team, so please make sure to send us your application in English. We look forward to hearing from you!

We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com.

Icing on the cake

You will be working out of our beautiful Head Office in Copenhagen V, established in 2016 and designed to unite and inspire our teams. Besides our beautiful interior design we are also proud of our LEED Gold Certification for Energy and Environmental Design. This means that we use as few natural resources as possible and that we use them with respect. The result is a professional and dynamic space that is unique, comfortable and inspirational – and delivers a true Pandora experience to anyone who works here or comes to visit.

About Pandora

Pandora is the world's largest jewellery brand. The company designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,500 points of sale, including more than 2,500 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs 32,000 people worldwide and crafts its jewellery at two LEED-certified facilities in Thailand. Pandora is committed to leadership in sustainability and will purchase only recycled silver and gold for crafting its jewellery by 2025 and halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated sales of DKK 26.5 billion (EUR 3.6 billion) in 2022.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.