At a Glance
- Tasks: Provide top-notch IT support and resolve tech issues for users.
- Company: Join dunnhumby, a leader in Customer Data Science with a global presence.
- Benefits: Enjoy flexible working hours, your birthday off, and a comprehensive rewards package.
- Other info: Opportunities for travel and career growth in a diverse, inclusive environment.
- Why this job: Be part of a dynamic team that values innovation and customer experience.
- Qualifications: Passion for technology and strong customer service skills are essential.
The predicted salary is between 27000 - 33000 £ per year.
dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision.
We combine deep insight, advanced technology, and close collaboration to help our clients grow, innovate, and deliver measurable value for their customers.
dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever and Metro.
We're looking for a
Support Analyst who expects more from their career.
The Support Analyst will provide high-quality, office based IT support from the Support Bar, acting as a first point of contact for users and delivering excellent customer experience while resolving day-to-day IT issues using defined tools, processes and escalation paths.
Key accountabilities
- Technical Support
- Deliver level 1 and 2 technical support across Windows/mac OS, Microsoft 365, mobile devices, AV and meeting room technology to walk-up users.
- Deliver level 2 technical support across Windows/mac OS, Microsoft 365, mobile devices, AV and meeting room technology to remote users.
- Troubleshoot hardware, software, account and configuration issues and escalation to senior Support Bar Analysts where required.
- Support Joiners, Movers and Leavers processes with device builds/wiping, imaging, deployments and basic Active Directory administration tasks.
- Operational & Service Delivery
- Log and manage tickets accurately in Service Now, ensuring SLA adherence and correct prioritisation.
- Contribute to knowledge articles and documentation to improve team capability, Service Desk and Automation coverage.
- Maintain stock levels, assist with asset management/CMDB record accuracy and support shipping and procurement activities.
- User Experience & Communication
- Ensure proactive coverage of the Support Bar and maintain high standards of customer service at all times.
- Demonstrate consistently professional engagement with users with frequent updates.
- Work collaboratively with global teams and support remote site activities where required.
- Develop towards being main point of contact (Office Champion) for remote sites. This will require some European travel.
What we expect from you
- Exposure to enterprise IT environments and basic ITIL understanding would be advantageous but not essential.
- A passion for technology and a strong customer service mindset.
- Solid time management and organisational skills.
- What you can expect from us
We won’t just meet your expectations.
We’ll defy them.
So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company.
But also, a degree of personal flexibility you might not expect.
Plus, thoughtful perks, like flexible working hours and your birthday off.
You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition.
But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.
And we don’t just talk about diversity and inclusion.
We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof.
We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process.
Please let us know how we can make this process work best for you.
Our approach to Flexible Working
At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.
We believe that you will do your best at work if you have a work / life balance.
Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.
For further information about how we collect and use your personal information please see our Privacy Notice which can be found
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Support Analyst New London employer: Dunnhumby Ltd
Dunnhumby Ltd is an exceptional employer that champions a culture of innovation and collaboration, making it an ideal place for professionals seeking to make a meaningful impact in the field of Customer Data Science. With a strong commitment to employee growth, flexible working arrangements, and a diverse and inclusive environment, employees are empowered to thrive both personally and professionally. Located in Hammersmith, the company offers a dynamic work atmosphere where cutting-edge technology meets a small-business feel, allowing for creativity and experimentation in driving transformative change for iconic brands like Tesco.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst New London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dunnhumby Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dunnhumby Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Analyst New London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dunnhumby Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Dunnhumby Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dunnhumby Ltd!
How to prepare for a job interview at Dunnhumby Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
