Overview
This is an on-site role based out of our Leicester office.
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
This is a unique opportunity to join the Tech Lounge support team to be the face of the support for walk ins, bookings, meeting room, and VIP support. You will ensure a high level of service is provided to all Dunelm colleagues working from our Store Support Centre based in Leicester, Bush House in London, and various distribution centres around the country. You will be expected to function within our SLA’s and focus on providing the highest level of Service to our users. You will work as a member of a high performing team and will continually strive to improve processes and provide service excellence to the Dunelm user base.
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.”
Colleague Technology: 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, but you’ll be also somewhere you can build a long-term career that always promises to challenge and excite.
Find your happy place.
Accessibility allows everyone to have an equitable chance when applying and showing off their potential, which helps us create a more inclusive and diverse team that brings fresh ideas and perspectives.
Should you need it, we have an accessibility tool available on our careers site to support you when you’re completing your application. If you require any other reasonable adjustments during the application and assessment process please reach out.
What you'll be doing
- Provide end to end ownership of all incidents, requests, events, and problems within Service Now.
- Support colleagues through in-person or remote bookings.
- Provide on-site VIP and meeting room support at Dunelm’s core support sites including SSC, Bush House, Stoke, and Daventry.
- Conduct regular meeting room checks.
- Maintain and develop the video conferencing, AV, signage infrastructure at Dunelm’s support sites.
- Track asset utilisation and ensure assets not in use are recovered, inventoried, relocated, or disposed of in accordance with company policies and procedures.
- Monitor and track software assets to recover licences which are not being utilised to prevent future cost increases.
- Initiate equipment repairs and monitor their status for repair and/or replacement.
- Ensure the end user estate is refreshed in line with the hardware manifesto.
- Work with the Tech Lounge and Tier 2 lead to identify amendments and update the approved hardware manifesto.
- Support the Tech Lounge and Tier 2 lead in continually delivering service improvements to streamline processes and minimise costs.
- Provide cover for Tier 1 and Tier 2 support teams when required.
- Ensure that service level agreements (SLAs) are adhered to.
- Contribute towards the creation of a comprehensive documentation library for incident resolutions and request fulfilment.
- Identify continual service improvement opportunities and raise in Jira for the tech support principal to prioritise.
What we'll look for in you
- Experience within Service Now or other market leading ITSM suites.
- A good understanding of IT Asset Management tools and processes.
- Strong knowledge of Microsoft and Mac operating systems, Office 365, Active Directory, Exchange and Intune.
- A solid understanding of networking concepts (TCP/IP, LAN/WAN, DHCP, DNS)
- Experience of JAMF and Intune
- ITIL Foundation Certification (Desirable)
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.
• Motivate our teams
• Customer focus
• Keep listening & Looking
• Keep it simple
• Supplier relationships
• Be committed
• Develop our people
