Location
London

Hours
Full Time

Salary
Competitive salary package

About the Role
dunnhumby is the global leader in Customer Data Science, partnering with the world's most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, and close collaboration to help our clients grow, innovate, and deliver measurable value for their customers. With nearly 2,500 experts worldwide, dunnhumby works with transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever, and Metro.

We are looking for a Support Analyst who expects more from their career. You will provide high-quality, office-based IT support from the Support Bar, acting as the first point of contact for users and delivering excellent customer experience while resolving day-to-day IT issues using defined tools, processes, and escalation paths.

Key accountabilities:
Technical Support
Deliver level 1 and 2 technical support across Windows/macOS, Microsoft 365, mobile devices, AV and meeting room technology to walk-up users.
Deliver level 2 technical support across Windows/macOS, Microsoft 365, mobile devices, AV and meeting room technology to remote users.
Troubleshoot hardware, software, account and configuration issues and escalate to senior Support Bar Analysts where required.
Support Joiners, Movers and Leavers processes with device builds/wiping, imaging, deployments and basic Active Directory administration tasks.

Operational & Service Delivery
Log and manage tickets accurately in ServiceNow, ensuring SLA adherence and correct prioritisation.
Contribute to knowledge articles and documentation to improve team capability, Service Desk and Automation coverage.
Maintain stock levels, assist with asset management/CMDB record accuracy and support shipping and procurement activities.

User Experience & Communication
Ensure proactive coverage of the Support Bar and maintain high standards of customer service at all times.
Demonstrate consistently professional engagement with users with frequent updates.

Collaboration
Work collaboratively with global teams and support remote site activities where required.
Develop towards being main point of contact (Office Champion) for remote sites. This will require some European travel.

What you can expect from us
We offer a comprehensive rewards package typical of a leading technology company, including flexible working hours and your birthday off. You will benefit from investment in cutting-edge technology and a nimble, small-business feel that encourages experimentation and learning. We live diversity and inclusion every day through thriving networks such as dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled, and dh Thrive. We are committed to creating an inclusive culture that supports work/life balance and personal flexibility.

Experience
Exposure to enterprise IT environments and a basic understanding of ITIL would be advantageous but not essential.

About you
A passion for technology and a strong customer service mindset.
Solid time management and organisational skills.
Enthusiastic and proactive with excellent communication skills.

Qualifications
No formal qualifications are strictly required, but relevant IT certifications or training would be beneficial.