dunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First.
Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail – one of the world’s most competitive markets, with a deluge of multi-dimensional data – dunnhumby today enables businesses all over the world, across industries, to be Customer First.
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, Meijer, Procter & Gamble and Metro.
We’re looking for a Support Analyst who expects more from their career. It’s a chance to extend and improve dunnhumby’s Support. It’s an opportunity to work with a market-leading business to explore new opportunities for us and influence global retailers.
Joining our team in a full time office based role, you’ll work with world class and passionate people to provide excellent IT support to dunnhumby employees.
What you’ll be working on
- Providing a single point of contact for all internal IT related user/customer queries/issues for Dell and Macs
- Logging all requests using Service-Now and ensure the customer is responded to in a timely manner
- Proactively monitoring the Support Bar looking for potential issues and highlighting them as appropriate. Working with the team to ensure all documentation is kept up to date at all times.
- Taking a keen interest in the Service Improvement roadmap for the Support Bar team that is consistent with both the dunnhumby and Global Support OGSM and is compatible with the Global roadmap.
What we expect from you
- Experience of being a single point of contact for all internal IT related user/customer queries/issues
- Providing 1st and 2nd line technical support for MS suite of products, PCs, laptops, mobile devices, printers, AV and telecommunication equipment.
- Ensure all calls are prioritised in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times
- Display elevated working standards ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.
- Provide efficient, friendly and proactive IT Support to dunnhumby employees.
- Work with wider IT teams to provide assistance when required, take part in projects and ensure good communication at all times.
- Display elevated working standards ensuring own SLA and satisfaction targets are met at all times and collaboratively ensuring team targets are met.
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.
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 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. For an informal and confidential chat please contact [email protected] to discuss how we can meet your needs.
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)
dunnhumby London, England Office
184 Shepherds Bush Road, Brook Green, London, United Kingdom, W6 7NL
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