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Home. There’s no place like it. And there’s no feeling like helping people create the joy of feeling truly at home.
At Dunelm, that’s what we do.
We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.
About the area/department
As a Tech Support Technician, you will be working in the Technical Support Team who troubleshoot tech issues and fulfil requests for all our Dunelm colleagues and all 195 locations which includes stores, offices, manufacturing, and distribution centres. Outside of core working hours there is an on-call facility for any emergency issues, ensuring technology is working 24/7.
Tech Support forms part of a broader team which consists of:
Automation and Development: This team look at ways in which we can improve our service through the enhancement of “ServiceNow” and improve efficiencies through automation using “UIPath”.
Digital Workspace: An engineering team who manage and develop all end user devices, operating systems, and applications.
Join our Tech Team and you’ll not only be part of stimulating projects that are making an impact across our business, you’ll be somewhere you can build a long-term career that always promises to challenge and excite.
What you'll be doing
- Ensuring a high level of service is provided to all Dunelm colleagues.
- 1st Line Incident investigation capturing all relevant details to try to resolve the reported issue at first point of contact.
- Ensuring that progress and updates are recorded within the Incident Management system so there is a full audit history.
- Proactively resolving incidents and service requests within agreed SLA.
- Where possible, schedule business impacting maintenance on laptop\desktop\tills outside of the working day.
- Ensuring the end user is kept up-to-date with regular progress updates to their incident/requests.
- Working with team members to facilitate knowledge transfer between members of the appropriate escalations to 2nd tier and 3rd line teams.
- Documenting technical knowledge to add to existing knowledge bases.
- Liaising with 3rd party vendors to assist with resolution
- Talking colleagues through a series of actions, either via phone, email, online tools or chat, to help diagnose or resolve a technical problem
- Analysing IT incident reports and service requests to identify trends
- Creating new user accounts on various platforms
- Analysing and resolving all application software or hardware incidents and requests from end-users
- Managing mobile devices including the installing and configuring of profiles and software.
What we look for
- Excellent communication skills.
- Able to lead by example
- Responsible and show integrity
- Self-motivated, calm persona, attention to detail
- Ability to work under pressure
- Ideally experience working in a tech support role previously but not essential
- Experience working in a customer service role
- Takes ownership and uses their initiative
- Able to deal with challenging scenarios
Behaviours/Values
Our shared values of 'act like owners', 'keep listening and learning', 'long term thinking', and 'stronger together' help ensure we are always finding better ways of doing things and spending our time focusing on what’s important.
- Team working
- Communicating
- Adapting
- Customer First
- Taking Responsibility
- Making it Happen
- Challenging
Find your happy place.
We recruit people from all types of backgrounds, who share our entrepreneurial, hands-on approach to work. We are committed to creating a full inclusive environment that is representative of our customers and locations. We recognise the value and importance in inclusion and diversity and welcome applications from all candidates, regardless of sex, age, race, religion, disability, neuro-diversity, gender or sexual identity, socio-economic background or education.
