Senior Support Analyst in London

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 expansion of sales on its online channels and through third party partners both in the UK and globally.

Celebrating over 30 years in the industry, the Dune group has 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

Based primarily at our London Head Office, the Senior Support Analyst is a key member of the IT Operations team, providing support for users, business-critical applications, digital and e-commerce platforms, and infrastructure across our stores, Distribution Centre, and Head Office.

Acting as a senior escalation point for IT issues, you will work closely with Service Desk colleagues, 3rd Line teams, and external partners to troubleshoot and resolve technical challenges, while also supporting and mentoring junior team members.

This role requires a strong customer-focused approach, a commitment to delivering excellent service, and an understanding of IT best practices.

Working in a fast-paced retail environment, you will be a proactive self-starter with a passion for technology, excellent problem-solving skills, and an appreciation of both operational and commercial business needs.

About you

• Self-motivated and able to set and work to your own deadlines.
• Committed and enthusiastic.
• Able to priorities workload and take ownership of calls through resolution.
• Able to work accurately under pressure.
• Have very strong customer facing communication skills both verbal and written.
• Have excellent problem-solving skills.
• Able to work well in a team, but also be capable of working on their own and taking the initiative when needed.
• 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.

RESPONSIBILITIES

• Act as a key IT contact for Head Office staff, providing excellent support via ticketing, phone, and in person.
• Manage, troubleshoot, and resolve incidents, service requests, and problems to minimise business disruption.
• Provide 2nd line support for digital, e-commerce, Order Management, ERP, CRM, and Digital Asset Management platforms.
• Support over 500 users across desktops, applications, telephony, Active Directory, and core IT services.
• Support retail stores, including EPOS and payment systems, as well as international office and site locations.
• Collaborate with 3rd line teams and external suppliers, ensuring appropriate prioritisation, escalation, and resolution of issues.
• Drive service improvement through operational reviews, process documentation, and knowledge sharing with junior team members.
• Participate in out-of-hours support and occasional travel to remote sites, including our Leicester Distribution Centre.

EXPERIENCE / SKILLS REQUIRED

Essential

• Background experience within a business user facing Service Desk function.
• Experience working with a Service Desk ticketing system, (e. g. Citrix, Freshworks, Service Now, Remedy, Support Works).
• Ability to priorities/triage issues raised by the business.
• Broad Retail IT experience across stores and digital sales channels.
• Knowledge of ecomm platforms such as Salesforce or Shopify.
• Ability to learn new technologies and concepts quickly and accurately.
• Desired
• ITIL Foundation level.
• Any relevant IT technology qualifications (i. e CCNA, MCP, COMPTIA) is advantageous.
• About the perks
• Blended working – spreading your time across our office and remote working
• 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 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, retail TRUST, 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 Linked In; 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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