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Dunnhumby Job Description
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.
dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever, and Metro.
We're looking for a Support Analyst who expects more from their career. The Support Analyst will provide high-quality, office-based IT support from the Support Bar, acting as a 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.
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Operational & Service Delivery
- Log and manage tickets accurately in ServiceNow, ensuring SLA adherence and correct prioritization.
- 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 the main point of contact (Office Champion) for remote sites. This will require some European travel.
What We Expect From You
- Exposure to enterprise IT environments and basic ITIL understanding would be advantageous but not essential.
- A passion for technology and a strong customer service mindset.
- Solid time management and organizational skills.
What You Can Expect From Us
We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off.
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You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment, and learn.
And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled, and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you.
Our Approach to Flexible Working
At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.
We believe that you will do your best at work if you have a work/life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.
For further information about how we collect and use your personal information, please see our Privacy Notice which can be found here.
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