Associate Specialist, IT Onsite Support

Onsite Support Analyst, EMEA

Do you want to work as 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!

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 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.

Key Responsibilities

• 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), MDM frameworks, Microsoft Intune, Autopilot, Azure AD / Entra ID - 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, MFA, Endpoint Protection / Defender, BitLocker / Filevault, 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 for 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 for Office related changes.
• Participates in local technical acceptance testing before moving changes into production, when working in collaboration with PMO.
• Support of mac OS platform & associated Hardware & Management Tooling (where applicable).

Required Experience

• 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.

About Pandora

Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewellery with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 32.5 billion (EUR 4.4 billion) in 2025.