Service Desk Technician (FTC)

Dunelm; Leicester; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Dunelm in Leicester is hiring a Service Desk Technician on a 6-month fixed-term contract. You will join the Colleague Technical Support Team to troubleshoot issues and fulfil requests for Dunelm colleagues across 200+ locations, with on-call support outside core hours.

This hybrid role includes onboarding onsite for the first two weeks and one day per fortnight in the Leicester office to stay connected and collaborate with your team.

Qualifications

• Excellent communication skills and customer-focused approach.
• Ability to work under pressure and manage multiple incidents.
• Ownership mindset with proactive problem solving.

Responsibilities

• Provide 1st line incident handling and resolution at first point of contact.
• Record progress and updates in Incident Management system with audit trail.
• Proactively resolve incidents within SLA and coordinate with 2nd/3rd line teams.
• Create and update user accounts and assist with mobile devices deployment.
• Liaise with vendors to aid incident resolution and knowledge base updates.

Skills

Excellent communication

Customer service

Work under pressure

Self-motivated

Leadership by example

Problem solving

Tools

ServiceNow

UIPath

Job description

Overview

This is a 6 month fixed term contract position.

Home. There’s no place like it. And there’s no feeling like helping people create the joy of feeling truly at home.

At Dunelm, that’s what we do.

We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.

Work your way, together

We're a hybrid business, which means you'll have flexibility alongside time together with your team. In this role, you can expect 1 day per fortnight in our Leicester office, helping you stay connected, collaborate and do your best work for our customers.

Your first two weeks will be onsite in our Leicester office for onboarding.

As a Service Desk Technician, you will be working in the Colleague Technical Support Team who troubleshoot tech issues and fulfil requests for all our Dunelm colleagues across 200+ locations which includes stores, offices, manufacturing, and distribution centres. Outside of core working hours there is an on-call facility for any emergency issues, ensuring technology is working 24/7.

Support forms part of a broader team which consists of:

• Automation and Development: This team look at ways in which we can improve our service through the enhancement of “ServiceNow” and improve efficiencies through automation using “UIPath”.


• Colleague Technology Engineering: An engineering team who manage and develop all 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 be also 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

Behaviours/Values

Our shared values of 'act like owners', 'keep listening and learning', 'long term thinking', and 'stronger together' help ensure we are always finding better ways of doing things and spending our time focusing on what’s important.

• Team working


• Communicating


• Adapting


• Customer First


• Taking Responsibility


• Making it Happen


• Challenging