First Line Support Analyst

Dune London is the leading affordable luxury footwear and accessories brand in the UK, with broad distribution across both the UK and internationally. The company is entering a period of sustained growth through additional stores, expansion of sales on its online channels and through third party partners both in the UK and globally.

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.

• 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.

• 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.

• 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 24x7 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.

• 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.
• 25 days holiday (plus the bank holidays).
• Cycle2work.
• Company pension scheme.
• Life assurance for all team members.
• 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.