Support Analyst
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. 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 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 organisational 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. You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But w...