IT Desktop Support Analyst - Dunelm, London

Dunelm Group PLC
London (Greater)
10 Nov 2017
16 Nov 2017
Contract Type
Full Time

We are looking for an experienced and adaptable Desktop Support Analyst with 2nd line support experience, to support around 150 Windows and Mac users at our Central London Office. The successful applicant will be joining a National IT Service Operations Support Team of 13 and a wider IT team of just over a hundred. This is a highly visible role, where you will be located on the same floor as the majority of the user base therefore, you must be confident with your technical knowledge and have solid communication skills with stakeholders across the buiness. The role tasks are varied and more often than not, no two days will be the same.


  • Building/configuring, installing, maintenance & troubleshooting of Windows and Mac computers.
  • Support of applications and services.
  • Providing an exciting and engaging IT induction for new colleagues joining Dunelm.
  • Assisting colleagues in other resolver teams with the collective goal of restoring service.
  • Organising and managing your workload
  • Meeting SLAs & KPIs
  • Assisting project teams
  • Occasional travel to other offices and outlying depots in Bristol, Dartford, Barnsley, Northampton, Stoke, Leicester & Radcliffe.

Technically your skill base will be diverse and your enthusiasm for technology will be infinite. You will be an experienced 2nd line desktop support professional, able to cope with the ever changing nature of the role with a committed and flexible can-do attitude that oozes a confidence. Communication skills must be excellent, as should your ability to problem solve and manage several tasks at once. Our user base is diverse and constantly evolving, so you should be prepared to roll your sleeves up for desktop moves and changes when the need arises.

Essential Skills and Experience

? Solid background in supporting Office365, Windows 7 & 10 configuration & troubleshooting

? Strong experience in hardware upgrades, configuration, installation

? Experience in Microsoft Office packages

? Email service management

? Mail server management (mailboxes, out of office, etc)

? iPhones and iOS troubleshooting

? Mac OS and Apple hardware knowledge

? UK/EU compatible car driving licence

? The ability to communicate at all levels

? Good telephone manner and face to face communication skills.

Desirable skills

? Good understanding networks and internet (switches, routers, protocols, services, security)

? Experience in Linux is an advantage

? Knowledge of Service Now

Personal qualities

? Positive attitude highly motivated, energetic and proactive.

? Good problem solver. Capable of overcoming blocks and barriers.

? Demonstrably driven and self-motivated in high-change environments.

? Motivated and enthused by difficulty & challenge, coupled with a strong competitive nature.

? Flexible attitude to working hours, being able to step up when a resolution requires extra effort.

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