About us 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 both through additional stores, expansion of sales on its online channels and through third party partners both in the UK and globally. Celebrating its 30th anniversary the group has over the years built an enviable position as the specialist in quality fashion footwear and accessories which has given it a unique position at the high end of the high street.
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. 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.
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.
Ensuring AI and RPA systems are updated to reflect changes in IT support.
Support of remote sites including stores and our distribution centre.
Provide out of hours support as part of a service desk rota.
Willing to work within a shift pattern basis covering core business hours.
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).
Experience with using and troubleshooting Microsoft Office/Outlook.
Basic understanding of PC hardware set-up and configuration.
ITIL Foundation level.
Office 365 experience and support.
Blended working – spreading your time across our office and remote working
~ Brand new sustainable office in bustling West London (near Westfield)
~ Company growth and opportunity; Working with charitable organisations to help raise funds and give something back. 60% employee discount on Dune products – what’s not to love!
~25 days holiday (plus the bank holidays)
~ Company pension scheme
~ Life assurance for all team members
~ 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.
~ 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