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- Tasks: Provide IT support for Dune Group's technology systems and assist users with various tech issues.
- Company: Dune London is a leading affordable luxury footwear brand with a global presence.
- Benefits: Enjoy blended working, 60% employee discount, 25 days holiday, and team socials.
- Why this job: Join a dynamic team in a growing company that values your ideas and offers career development.
- Qualifications: Experience in a service desk role and strong communication skills are essential.
- Other info: Work in a brand new sustainable office in West London and support charitable initiatives.
The predicted salary is between 30000 - 42000 £ per year.
About us
Dune London is the leading affordable luxury footwear and accessories brand in the UK, with broad distribution across both the UK and internationally. It has 50 stores in the UK and over 100 in 25 countries around the world. The company is entering a period of sustained growth both through additional stores, expansion of sales on its online channels and through third party partners both in the UK and globally. Celebrating its 30th anniversary the group has over the years built an enviable position as the specialist in quality fashion footwear and accessories which has given it a unique position at the high end of the high street.
About the role
The First Line Support Analyst is a key position in the IT Support Desk providing support for all of The Dune Group technology systems. Responsibilities range from day to day support of core applications including password resets, desk moves, till/store support, account creations, printer issues, mobile phone troubleshooting and ensuring there is a first point of contact for the business for any IT issue. This role involves answering and resolving support queries via multiple contact channels and in-person.
A high level of customer service must always be maintained whilst ensuring IT service delivery principles and best practices are adhered to. This is a dynamic and broad technology role with the opportunity to grow and develop whilst being exposed to the full suite of Technology solutions used by modern retail companies. The successful candidate needs to be a motivated self-starter with a passion for IT and an understanding of retail business pressures and commercial requirements.
RESPONSIBILITIES:
- Primary contact for Central Support Office based staff.
- Logging and resolving ongoing Incidents, Service Requests and Problems that affect business operations.
- Follow up on open Incidents/Service Requests with support teams and third parties.
- Setting the correct priority and severity to calls assigned to 2nd/3rd line teams/suppliers.
- Providing excellent customer facing care to the business via ticketing system, telephone and in person.
- Support of 500+ users including desktops, applications, phone systems and day to day IT administration including Active Directory and IP.
- Support of stores including EPOS (point of sale) and payment machines.
- Support of all our key offices/sites across multiple locations internationally.
- Document any processes.
- Ensuring AI and RPA systems are updated to reflect changes in IT support.
- Understand and follow escalation processes when required.
- Support of remote sites including stores and our distribution centre.
- Provide out of hours support as part of a service desk rota.
About you
- Be self-motivated and able to set and work to own deadlines.
- Be committed and enthusiastic.
- Be able to prioritise workload and take ownership of calls through to resolution.
- Be able to work accurately under pressure.
- Have very strong customer facing communication skills both verbal and written.
- Have excellent problem-solving skills.
- Be able to work well in a team, but also be capable of working on their own and taking the initiative when needed.
- Be willing and able to build relationships throughout the Business and with 3rd party suppliers.
- Willing to work within a shift pattern basis covering core business hours.
EXPERIENCE / SKILLS REQUIRED:
Essential
- Experience within a business user facing Service Desk function.
- Previous Service Desk (telephone support) experience.
- Experience working with a Service Desk ticketing system, (e.g. Citrix, Freshworks, ServiceNow, Remedy, SupportWorks).
- Ability to prioritise/triage issues raised by the business.
- Experience with using and troubleshooting Microsoft Office/Outlook.
- Basic understanding of PC hardware set-up and configuration.
- Working knowledge of Active Directory.
- Ability to learn new technologies and concepts quickly and accurately.
Desired
- Excellent understanding of working in a 24×7 multichannel retail environment.
- ITIL Foundation level.
- Office 365 experience and support.
- Printer/Projectors support experience.
- Familiar with the Citrix application delivery.
- Experience in providing support in a Retail environment
About the perks
- Blended working – spreading your time across our office and remote working
- Brand new sustainable office in bustling West London (near Westfield)
- Friendly and open culture with flat structures allowing plenty of opportunity for development.
- Company growth and opportunity; Dune is opening new stores and channels and evolving all the time
- Open-minded company, welcoming thoughts and ideas to be shared
- Working with charitable organisations to help raise funds and give something back. Our current charity partner is Mental Health UK.
- 60% employee discount on Dune products – what’s not to love!
- 25 days holiday (plus the bank holidays)
- Cycle2work
- Company pension scheme
- Life assurance for all team members
- We look after our people
- 3.00 p.m. finish every pay day Friday!
- Team socials and drinks – we like to have fun!
- Access to our employee assistance programme, retailTRUST, who provide loads of resources to support with wellbeing and personal development offer free counselling legal advice and financial guidance.
- Our own Wellbeing Allies – there to talk when you need them.
What happens next?
We will take a good look at your application and if we don’t feel we are right for you, we’ll make sure we let you know but sadly we are not able to give tailored feedback.
If we are excited to find out more about you, we will give you a call and arrange to talk.
A few things that might help:
- Research the brand, the role, your interviewer on LinkedIn; browse our website; and visit a store if you can
- Make sure you have plenty of examples to show off all your amazing skills and experience relevant to this role
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First Line Support Analyst Our Head Office · The Dune Group Central Support Office · employer: Dune
Contact Detail:
Dune Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Analyst Our Head Office · The Dune Group Central Support Office ·
✨Tip Number 1
Familiarise yourself with Dune London's brand and values. Understanding their focus on affordable luxury and customer service will help you align your responses during interviews, showcasing how you can contribute to their mission.
✨Tip Number 2
Brush up on your technical skills, especially with the tools mentioned in the job description like Active Directory and ticketing systems. Being able to demonstrate your proficiency in these areas will set you apart from other candidates.
✨Tip Number 3
Prepare for situational questions by thinking of examples from your past experiences where you've successfully resolved IT issues or provided excellent customer service. This will help you illustrate your problem-solving skills effectively.
✨Tip Number 4
Network with current or former employees of Dune London on LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace First Line Support Analyst Our Head Office · The Dune Group Central Support Office ·
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a First Line Support Analyst. Familiarise yourself with the key tasks mentioned in the job description, such as logging incidents and providing customer support.
Tailor Your CV: Customise your CV to highlight relevant experience in IT support and customer service. Emphasise any previous roles where you handled service desk functions or worked with ticketing systems, as these are crucial for this position.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT and your understanding of retail business pressures. Use specific examples from your past experiences to demonstrate how you meet the essential skills required for the role.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully resolved technical issues in the past. Highlight your ability to prioritise and triage problems, as well as your communication skills when dealing with users.
How to prepare for a job interview at Dune
✨Know the Brand Inside Out
Before your interview, take some time to research Dune London. Understand their products, values, and recent developments. This will not only show your enthusiasm but also help you tailor your answers to align with their brand ethos.
✨Demonstrate Customer Service Skills
As a First Line Support Analyst, excellent customer service is crucial. Prepare examples from your past experiences where you successfully resolved issues or provided exceptional support. Highlight your communication skills and ability to handle pressure.
✨Familiarise Yourself with IT Tools
Since the role involves using ticketing systems and troubleshooting various technologies, brush up on your knowledge of tools like Citrix, Freshworks, or ServiceNow. Be ready to discuss your experience with these systems and how you've used them in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and prioritisation skills. Think of scenarios where you had to triage multiple issues or manage a high-pressure situation. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
