Support Analyst

dunnhumby; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Support Analyst to enhance their IT support services. This full-time role offers an exciting opportunity to work with a dynamic team, providing essential technical assistance to employees. You will be the first point of contact for IT-related queries, ensuring efficient resolution and maintaining high service standards. Join a forward-thinking company that values work-life balance and offers a comprehensive rewards package, including flexible working hours and thoughtful perks. If you're eager to grow your career in a supportive environment, this position is perfect for you.

Benefits

Flexible working hours

Birthday off

Investment in technology

Diversity and inclusion initiatives

Qualifications

• Experience in providing 1st and 2nd line technical support.
• Ability to log requests and monitor support issues.

Responsibilities

• Provide IT support for internal user queries and issues.
• Ensure timely responses and SLA targets are met.

Skills

IT Support

Customer Service

Technical Support

Service-Now

Microsoft Suite

Education

High School Diploma

IT Certification

Tools

Service-Now

Dell Computers

Apple Macs

Job description

Join to apply for the Support Analyst role at dunnhumby

Join to apply for the Support Analyst role at dunnhumby

dunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First.

Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail – one of the world’s most competitive markets, with a deluge of multi-dimensional data – dunnhumby today enables businesses all over the world, across industries, to be Customer First.

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, Meijer, Procter & Gamble and Metro.

We’re looking for a Support Analyst who expects more from their career. It’s a chance to extend and improve dunnhumby’s Support. It’s an opportunity to work with a market-leading business to explore new opportunities for us and influence global retailers.

Joining our team in a full time office based role, you’ll work with world class and passionate people to provide excellent IT support to dunnhumby employees.

What You’ll Be Working On

• Providing a single point of contact for all internal IT related user/customer queries/issues for Dell and Macs
• Logging all requests using Service-Now and ensure the customer is responded to in a timely manner
• Proactively monitoring the Support Bar looking for potential issues and highlighting them as appropriate. Working with the team to ensure all documentation is kept up to date at all times.
• Taking a keen interest in the Service Improvement roadmap for the Support Bar team that is consistent with both the dunnhumby and Global Support OGSM and is compatible with the Global roadmap.
  
  

What We Expect From You

• Experience of being a single point of contact for all internal IT related user/customer queries/issues
• Providing 1st and 2nd line technical support for MS suite of products, PCs, laptops, mobile devices, printers, AV and telecommunication equipment.
• Ensure all calls are prioritised in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times
• Display elevated working standards ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.
• Provide efficient, friendly and proactive IT Support to dunnhumby employees.
• Work with wider IT teams to provide assistance when required, take part in projects and ensure good communication at all times.
• Display elevated working standards ensuring own SLA and satisfaction targets are met at all times and collaboratively ensuring team targets are met.
  
  

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 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. For an informal and confidential chat please contact [e-mail] to discuss how we can meet your needs.

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 (here)

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media

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