Client Services Technician (Tech Hub)

Dunelm Ltd
Leicester, UK
20 Jun 2019
27 Jun 2019
Contract Type
Full Time
Working as part of a small team manning an on point support function providing face top face first line support to colleagues and visitors to the business.
Providing investigation and resolution of second line technical incidents and service requests for stores, store support centre colleagues and remotely supporting colleagues in off site locations throughout the Dunelm group.

Working to agreed SLAs to ensure all requests are resolved or escalated in accordance with the incident management policy.
What You'll Do:
  • Be the face of IT support for walk ins, handovers and ensure a high level of service is provided to Dunelm colleagues.
  • Building, deploying and handover of IT equipment such as tablet PCs, laptops and mobile phones.
  • Complete full incident investigations and ensure that progress and updates are recorded within the Incident Management system so there is a full audit history.
  • Ensure incidents are escalated appropriately using agreed guidelines from the Incident Management process.
  • Proactively work towards resolving incidents and service requests within agreed SLAs.
  • Ensure the end user is kept up-to-date with regular progress updates to their incident/requests.
  • Ensure the Client Services Manager is kept up-to-date with planned work, workload and activities being undertaken.
  • Working with the Service Desk and Service Operations teams to ensure a seamless service is provided to the end user.
  • Work with team members to facilitate knowledge transfer between members of the Service Operations and Service Desk teams.
  • Escalate high priority incidents and problems to the relevant teams in accordance to the Incident management policy.
  • Maintain confidentiality at all times.
  • Identify areas of improvements within the team and duties in order to streamline processes and minimise cost to the business.
  • Ensuring that consignment stock is maintained and kept securely stored. Working closely with the stock consignment owner to ensure demand can be fulfilled.
  • Create Knowledge Base documentation and recommendations for support also to knowledge transfer to other team members.
  • Identifying training opportunities for the team and for colleagues.
  • Smart and presentable appearance
  • Excellent communications skills (written and oral)
  • Excellent time keeping
  • Customer First mentality!
  • Self-motivated, attention to detail and ability to deliver under pressure.
  • A flexible approach to working hours to ensure the needs of the business is met
Essential Skills

• Minimum A level or equivalent
• Experience working in an I.T Support Environment - Either a 1st line or 2nd line role

• Ability to develop and maintain technical documentation• Experience in a customer facing support role.
• Excellent time management skills
• Flexibility - Responding to the needs of the business
• Problem investigation skills
• Full Driving Licence

Desirable Skills
  • Ability to develop and maintain technical documentation
  • Microsoft qualifications (MSITP or MCTS)
  • Active Directory, SAP, Retail Java, Microsoft

    Office applications experience
  • Retail Experience
  • ITIL Foundation Course - preferably v3

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