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Support Centre

Technical Service Support Analyst

Hours Per Week:
Vacancy Type:
26 Feb 2021
Job Description

Technical Service Support Analyst

As a Tech Service Support Analyst, you will be responsible for investigating and resolving 1st line technical incidents and service requests for our Dunelm Colleagues across all locations. Incidents and requests are received via the phone, email, self-service portal and face to face. You will be expected to function within our SLA’s and focus on providing the highest level of Service to our users. You will work as a member of a high performing team and will continually strive to improve processes and provide service excellence to the Dunelm user base.  You will naturally present yourself as a trustworthy, professional and a technically proficient Service Support Analyst.

  • Ensure a high level of service is provided to Dunelm.
  • 1st Line Incident investigation capturing all relevant details to try to resolve the reported issue at first point of contact.
  • Ensure that progress and updates are recorded within the Incident Management system so there is a full audit history.
  • Proactively resolving incidents and service requests within agreed SLA.
  • Excellent telephone manner to ensure that we are speaking to all customers clearly and precisely to help minimise impact and diagnose issues over the phone
  • Ability to transfer technical knowledge into customer friendly ‘speak’ while supporting applications remotely.
  • Where possible, schedule business impacting maintenance on laptop\desktop\tills outside of the working day.
  • Ensure the end user is kept up-to-date with regular progress updates to their incident/requests.
  • Escalate high priority incidents and problems to the relevant teams in accordance to the Incident management policy.
  • Identify areas of improvements within the service the Tech Support Team provides to the business in orders to streamline processes and minimise cost.
  • Identify recurring incidents through problem analysis.
  • Work with team members to facilitate knowledge transfer between members of the appropriate escalations to Service Operation team.
  • Working closely with the Service Operations Team to ensure a seamless service is provided to the end user.
  • Work with the tribes to ensure a seamless transition of services into the support environment.
  • Work with the tribes and suppliers by identifying incident trends to help reduce call and incident volumes.

Essential Skills

  • Excellent time management skills
  • Flexible to changing working patterns and weekend working - This role is shift based (7:00am to 19:00pm Monday to Friday, Saturday 08:00am to 17:00pm, Sunday 09:00am to 17:00pm)
  • Service Desk Experience 1 Year Minimum
  • ITIL V3 Foundation Certified.
  • Experience of working in a fast-paced Service environment.
  • Exceptional communication and organisational skills with an ability to work under pressure and to timescales.
  • A good team player, willing to support colleagues.

Desirable Skills

  • Exposure to Active Directory, SAP, Retail Java, Office 365, MAC /laptop desktop support/ networking knowledge
  • Retail Experience
  • Service Now Experience
  • MS Windows 10 Certification

Behaviours We Like:

  • Excellent communication skills (written and oral)
  • Customer First Mentality
  • Self motivated, attention to details and ability to deliver under pressure.
  • A flexible approach to working hours to ensure the needs of the business are met.
  • Work closely with relevant stakeholders and suppliers.
  • Look to motivate the team and aim to hit targets that are set.