Onsite Support Analyst

Onsite Support Analyst, Pandora NAM

As the largest jewellery brand in the world, we a give a voice to millions of people’s loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives. 

Where original thinking is welcomed, and can turn into positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora where you can each craft far more than just an incredible career. 

About the Team:
As an Onsite Support Analyst you will provide efficient and best in class IT Support Services to all Pandora users within a specific 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 provide a timely, structured, and knowledgeable service towards users for their end user technology IT Support queries.

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

NYC Salary: $80,000 - $90,000 commensurate with experience

About Pandora:  

Pandora 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 6,800 points of sale, including more than 2,700 concept stores.    

Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.    

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.  

About Pandora NAM: 

The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 80 in our Logistics Center in Columbia, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores.  

Today, the USA is Pandora’s single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.