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For Companies At a Glance
- Tasks: Provide tech support to colleagues and resolve IT issues efficiently.
- Company: Join Dunelm, the UK's top homewares retailer, dedicated to customer care.
- Benefits: Enjoy a hybrid working policy and opportunities for career growth.
- Why this job: Be part of a dynamic team making a real impact in technology.
- Qualifications: Strong communication skills and a proactive attitude; tech support experience is a plus.
- Other info: This is a 1-year fixed term contract based in Leicester.
The predicted salary is between 24000 - 36000 ÂŁ per year.
This is a 1-year fixed term contract. This role is based out of our Leicester offices. We operate a hybrid working policy.
About us
There’s no place like home. And there’s no better feeling than helping others feel truly at home. At Dunelm, that’s exactly what we do. We’re proud to be the UK’s number one homewares retailer – not just because we offer great products, but because we genuinely care. About our customers, our colleagues, and creating spaces that feel just right.
About the area
As a Service Desk Technician, you’ll be part of our Colleague Technical Support Team – the team that keeps our technology running smoothly across more than 200 locations, including stores, offices, manufacturing sites, and distribution centres. Whether it’s resolving an issue or fulfilling a request, you’ll be the first point of contact for colleagues who need a helping hand with their tech. Outside of core working hours there is an on-call facility for any emergency issues, ensuring technology is working 24/7.
You’ll be working alongside:
- Automation & Development – the team enhancing our systems through ServiceNow and driving efficiency with automation tools like UIPath.
- Colleague Technology Engineering – the experts managing and developing our end-user devices, operating systems, and applications.
Join our Tech Team and you’ll not only be part of stimulating projects that are making an impact across our business, but you’ll also be somewhere you can build a long-term career that always promises to challenge and excite. Find your happy place.
What you’ll be doing
- Ensuring a high level of service is provided to all Dunelm colleagues.
- 1st Line Incident investigation capturing all relevant details to try to resolve the reported issue at first point of contact.
- Ensuring 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.
- Where possible, schedule business impacting maintenance on laptop/desktop/tills outside of the working day.
- Ensuring the end user is kept up to date with regular progress updates to their incident/requests.
- Working with team members to facilitate knowledge transfer between members of the appropriate escalations to 2nd tier and 3rd line teams.
- Documenting technical knowledge to add to existing knowledge bases.
- Liaising with 3rd party vendors to assist with resolution.
- Talking colleagues through a series of actions, either via phone, email, online tools or chat, to help diagnose or resolve a technical problem.
- Analysing IT incident reports and service requests to identify trends.
- Creating new user accounts on various platforms.
- Analysing and resolving all application software or hardware incidents and requests from end-users.
- Managing mobile devices including the installing and configuring of profiles and software.
What we’ll look for in you
- Excellent communication skills.
- Able to lead by example.
- Responsible and show integrity.
- Self-motivated, calm persona, attention to detail.
- Ability to work under pressure.
- Ideally experience working in a tech support role previously but not essential.
- Experience working in a customer service role.
- Takes ownership and uses their initiative.
- Able to deal with challenging scenarios.
Our values
We’re guided by a few key principles that shape how we work and grow together:
- Act like owners.
- Keep listening and learning.
- Think long term.
- Stronger together.
We’re not looking for people who simply “fit in” – we’re looking for people who bring something new with different perspectives and fresh ideas.
Service Desk Technician (FTC) employer: Dunelm
Contact Detail:
Dunelm Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Technician (FTC)
✨Tip Number 1
Familiarise yourself with the tools and technologies mentioned in the job description, such as ServiceNow and UIPath. Having a basic understanding of these platforms can give you an edge during discussions with the hiring team.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've resolved technical issues in the past. Be ready to discuss specific scenarios where you took ownership and initiative to help colleagues or customers.
✨Tip Number 3
Emphasise your communication skills during any interactions. As a Service Desk Technician, you'll need to explain technical concepts clearly to non-technical colleagues, so practice articulating your thoughts in a straightforward manner.
✨Tip Number 4
Research Dunelm's values and culture to align your responses with what they are looking for. Demonstrating that you share their principles, such as being responsible and self-motivated, can make a strong impression on the hiring team.
We think you need these skills to ace Service Desk Technician (FTC)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in tech support or customer service. Emphasise any skills that align with the role, such as communication, problem-solving, and attention to detail.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully resolved technical issues or provided excellent customer service in the past.
Highlight Relevant Skills: Clearly outline your technical skills, especially those related to incident management systems and troubleshooting. If you have experience with tools like ServiceNow or UIPath, be sure to mention them.
Showcase Your Soft Skills: Dunelm values communication and integrity. Use your application to demonstrate how you've effectively communicated with colleagues or customers in challenging situations, showcasing your ability to remain calm under pressure.
How to prepare for a job interview at Dunelm
✨Showcase Your Communication Skills
As a Service Desk Technician, you'll need to communicate effectively with colleagues. During the interview, demonstrate your ability to explain technical concepts in simple terms and provide examples of how you've successfully resolved issues through clear communication.
✨Highlight Your Problem-Solving Abilities
Be prepared to discuss specific instances where you've tackled technical problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and how you approach troubleshooting.
✨Emphasise Your Customer Service Experience
Dunelm values excellent service, so share your experiences in customer-facing roles. Talk about how you've handled challenging situations and maintained a calm demeanour while ensuring customer satisfaction.
✨Demonstrate Your Initiative and Ownership
The role requires taking ownership of incidents and requests. Prepare to discuss times when you've gone above and beyond to resolve an issue or improve a process, showing that you're proactive and responsible.
